Job Expired

In this role you’ll;
Own headcount forecasting, planning, scheduling & reporting
• Support country leaders by providing clear forecasts and schedules for their teams to allow their focus on operational performance execution.
• Resource allocation: support the Country Lead and the team in making real-time decisions on staffing levels, skill assessments, adjustments to meet changing demands and maintaining an optimal balance between service quality & operational cost efficiency.
• Support Country Leads to implement and enforce adherence to schedules, breaks, and other performance metrics, to maximize productivity and meet service level agreements.
• Work with the support director and finance in terms of opex budget planning and telephony cost controls
• Prepare and deliver regular real-time performance reports on support rep performance to management, highlighting key performance indicators and areas for improvement.

Oversee tool ownership, metrics and analytics
• Improve the quality of existing metrics and ensure adherence to them across teams
• Own schedule adherence in Puzzel and rollout & onboarding across support teams
• Support Country Lead in delivering OKRs

Manage quality control and knowledge-building
• Be reactive and supportive of live “incident/bug” management
• Push leads to be more proactive/responsive to bug or incident reporting and escalation
• Establish appropriate playbooks of response and update them accordingly for bug reporting and emergency response as processes evolve

Relationship Building
• This role will build cross-functional relationships with other stakeholders to anticipate any changes in contact flow to support (Product/Marketing/Payments etc ) and act as “Gatekeeper”
• Communication and influence: able to effectively communicate actions and guidelines to be followed by GLs/Reps.
• Facilitate real-time communication with Country Leads and across all departmental GLs/TLs to coordinate responses to emerging issues, ensuring a unified approach to problem resolution
Key details
• Location: You can work remotely from anywhere between UTC -1 and +3 with reliable internet access
• This is a permanent position
• Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months
• We offer generous health insurance for yourself and your dependents
• We support working parents – we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work
• Airtime reimbursement and work tools

Requirements
• Fluency in English
• Experience in large multi-site contact centre operations (>1000 persons)
• Experience in forecasting demand and optimizing schedules
• Exceptional Google Suite skills
• Strong analytical skills in Excel and/or Google Sheets
• Excellent communication skills
• 5+ years of management experience
• 2+ years of SQL and or comparable coding experience
• Open to frequent travel to our operating markets

You might be a good fit if you:
• Have a strong sense of character and integrity
• Are excessively detail-oriented and seek to achieve excellence in everything you do
• Are a self-starter and proactive about achieving ambitious targets
• Have experience working with Puzzel Workforce Management platform, or a comparable workforce management platform
• Have experience with Twilio Flex or comparable telephony tools
• Can analyze real-time data to identify trends, bottlenecks, and opportunities for immediate improvement, providing actionable insights to leadership and cross-functional teams
• Have experience living, and working with companies operating in Senegal, Ivory Coast and the wider Francophone region
• Have experience working with large call centre companies in Africa, North America or Europe
• Enjoy traveling

Job application procedure

Interested and qualified, Click here to apply.

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