Job Vacancy for Customer Service Workforce Manager at Jumia


Jumia is Africa’s leading internet group, with over 3,000 employees in more than 20 African countries and huge successes such as Jumia, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs, and Jumia Services. It is led by top-talented leaders offering a great mix of local and international talents and is backed by MTN, Millicom, Rocket Internet, Axa, Orange, Goldman Sachs, and CDC.
We are recruiting to fill the position below:
 
Job Title Customer Service Workforce Manager

Location Nigeria
 
 
Objective
You will be required to utilize workforce management software and various internal data sources. Also, develop policies that impact the workforce positively, and work with operational staff to ensure communication of these policies and procedures is adhered to.
 
Responsibilities
responsible for leading the contact center planning and staffing process.
ensures contact centers and staffing models include accurate, updated information.
Captures reports on historical statistics (service level, occupancy, forecast accuracy, etc.) and provides root cause analysis and business impact analysis for all performance variances.
oversees the existing Workforce Management (WFM) platform utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily/ monthly call center statistics to include volumes, schedule adherence, and service level achievement.
Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.
Develop policies that impact the workforce positively, and work with operational staff to ensure communication of these policies and procedures is adhered to.
identifies the contact volume trends and averages on a monthly, quarterly, and seasonal basis.
Develop reporting processes, dashboards, and presentations for your reporting needs.
Forecasted contacts (both short and long term) and determined staffing needs using workforce management software and various internal data sources.
accountable for the timely delivery of agent schedules developed by themselves or workforce analysts.
 
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Qualifications and Experience
A bachelor's or associate's degree is preferred.
5+ years of relevant e commerce or comparable experience in the customer experience and retention field
Strong data analysis skills
Experience with e commerce platforms or channels is preferred.
ability to multi task and can be trusted to work effectively both independently and as part of a team.
ability to work in a fast paced, Deadline driven team environment.
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Competencies Required
owner mentality and an entrepreneurial drive.
Proficiency in Microsoft Office (Word, Excel, and Power Point) tools
Good problem solving skills are required.
proven ability to manage multiple tasks simultaneously.
ability to prioritize tasks under pressure and work to deadlines and targets
working knowledge of Google Office Productivity Tools.
excellent communications skills and the ability to effectively advise senior leadership.

Interfaces
Vendor
Operations
 
 
We Offer 
A unique experience in an entrepreneurial, yet structured environment
A unique opportunity to have a strong impact in building the African e-commerce sector
The opportunity to become part of a highly professional and dynamic team
unparalleled personal and professional growth as our longer term objective is to train the next generation of leaders.
 
How to apply Interested and qualified candidates should send their CV to: talen[email protected], using the job title as the subject of the email.
Application Deadline: October 31, 2022

Note Only shortlisted candidates will be contacted.