Customer Service Representative - Workforce

Job Summary

To provide administrative support on workforce planning, resource optimization, performance monitoring and variance analysis. This role reports into and supports the Workforce Manager with day-to-day data reviews, trend analysis and more importantly Real Time performance monitoring, management and reporting.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements


The key accountabilities and contacts of this role are further elaborated below:

  • WFM administration for all sections in operations, which involves managing the outsourced partners in terms of real time performance monitoring, KPI tracking, skillset allocation and adjustment, intraday reports and end of day reports
  • Monitor real time schedule adherence and intraday activity updates
  • Track and compare forecast and actual volumes and statistical outcomes for purposes of insights into the forecasting cycle
  • Timecard inputs for contract staff
  • Reporting and tracking the performance deliveries of these sections of call center, branches, business desk, credit control, quality and training and social media.
  • Customer analysis of feedback data from various surveys to ensure operations department understands the root cause for any drops and recommend actions that drive up the various journey points scores month on month.
  • Communicate relevant insight and recommendations post analysis of trends in customer contact behaviour in the various touch points.
  • Relate the Call Centre and social media statistics to the customer and overall business trends for operations
  • Support in tracking of operations projects and implementation for closure in a timely manner by ensuring all stakeholders deliver
  • Managing Business Systems such as Genesis, WFM and associated modules for outsource partner Real Time analysts and WFM admins.
  • Continuously benchmarking and monitoring industry trends specific to operations

Key Contacts

  • Workforce Manager
  • Contact Centre Manager
  • Branch Managers
  • CX and Care Department Managers
  • Finance
  • Outsourced Partners
  • Corporate team - SA Service Desk


The incumbent is required to have the following qualifications and experience level:

  • A University Degree in Social science or a Business-related field
  • At least 2 years’ experience in Customer Service, Real Time Analysis and reporting


The incumbent is required to have the following functional competencies:

  • Logical thinking
  • Assertiveness
  • Interpersonal skills
  • Speed of execution on multiple tasks
  • Planning/Organising Skills
  • Communication Skills (Verbal and Written)
  • Negotiation Skills
  • Relationship Building/Diplomacy/Tact
  • Problem solving
  • Creative and Lateral Thinking skills


The incumbent is required to have the following behavioral competencies:

  • Innovative
  • Keen to detail
  • Proactive

Important Safety Tips

1. Do not make any payment without confirming with the BrighterMonday Customer Support Team. 2. If you think this advert is not genuine, please report it via the Report Job link below.

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| Full Time |
KSh Confidential
| Full Time |
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