Job Expired

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MIS/WFM Executive

ISON Xperiance Ethiocall PLC

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ICT

Computer Science and Information Technology

Addis Ababa

1 Position

2022-03-16

to

2022-03-21

Required Skills
Required skills have not yet been specified for this position this job
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Full Time

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Job Description

iSON Xperiences Ethiocall PLC seeks to recruit an MIS/WFM Executive for our Ethiopia Contact Center.

The Customer Care Representative is primarily responsible for ensuring delivery of exceptional customer service to customers.

Main Duties:

  • Undertakes real time monitoring of schedule adherence and works closely with the operations team to control operations targets.
  • Plans and prepares Roster as per the call arrival pattern; including scheduling breaks for off-phone activities such as meetings; training; coaching session.
  • Manages attendance tracker including shift swaps, leave/time off requests.
  • Tracks and reports on absenteeism, schedule variance and forecast deviations and suggest solutions.
  • Undertakes continuous analysis of historical call volume data and trends vs. forecast to improve on scheduling accuracy.
  • Generates daily WFM reports
  • Monitors and collates data for monthly MIS reporting, both internal and client reporting.
  • Maintains and updates WFM Employee Database, Client ID Database; Employee ID Deletion.
  • Ensures any occurrence which impacts Operations, such as downtime/more call volume, service outage is brought to the knowledge of relevant stakeholders 

Job Requirements

Academic & Skills Requirement:

  • Degree from a registered tertiary institution.
  • Advanced MS Excel skills
  • Must possess good analytical skills and attention to details
  • Excellent communication skills
  • At least 3 years’ experience in a similar role is desired

How to Apply

Interested applicants with the appropriate qualifications and experience should submit their most recent and detailed CV via email: mariet.kalebuka@isonxperiences.com 

Note: Email subject heading should read: MIS/WFM Executive Application. Only Shortlisted Candidates will be contacted. 

Application deadline Monday, 21st March 2022

 

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