BUSINESS OPERATIONS- WORK FLOW AGENT (UGANDA)
Job ID: MBPS-0415049
Job type: Full-time Complementary
Work country: Kenya
Posted: 13-Jun-2011
Work city: Nairobi
Job area: IT & Telecommunications (non consulting)
Travel: 25% travel annually
Job category: Other
Business unit: GlblCRMSolns
Job role: General Personal Service Specialist
Job role skillset: General
Commissionable/Sales-Incentive jobs only: No
description
The Business Operations Work Force Management (WFM) Analyst will report directly to the Shared
Services Manager. (Workforce Management) team will be responsible for analysing workflow trends,
predictions of volume changes and working in conjunction with the scheduling teams to produce
optimised shift planners on a daily, weekly, monthly and three monthly rolling basis. Measuring and
reporting on Real Time Adherence (RTA) will also be a key part of their role
You will also provide performance guidance to ensure that the teams meet/exceed contractual
performance criteria and that workloads are handled according to established performance. This position
provides daily guidance, assists in strategy development, assists in setting and achieving operational
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Job ID: MBPS-0415049
Job type: Full-time Complementary
Work country: Kenya
Posted: 13-Jun-2011
Work city: Nairobi
Job area: IT & Telecommunications (non consulting)
Travel: 25% travel annually
Job category: Other
Business unit: GlblCRMSolns
Job role: General Personal Service Specialist
Job role skillset: General
Commissionable/Sales-Incentive jobs only: No
description
The Business Operations Work Force Management (WFM) Analyst will report directly to the Shared
Services Manager. (Workforce Management) team will be responsible for analysing workflow trends,
predictions of volume changes and working in conjunction with the scheduling teams to produce
optimised shift planners on a daily, weekly, monthly and three monthly rolling basis. Measuring and
reporting on Real Time Adherence (RTA) will also be a key part of their role
You will also provide performance guidance to ensure that the teams meet/exceed contractual
performance criteria and that workloads are handled according to established performance. This position
provides daily guidance, assists in strategy development, assists in setting and achieving operational
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