NI – Customer Service Workforce Manager At Jumia Nigeria

Job Title: NI – Customer Service Workforce Manager – Jumia

Location: Nigeria

Employment Type: Full-Time

Job Roles/Responsibilities

• Responsible for leading the contact center planning and staffing process.
• Ensures contact center 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.
• Identifies the contact volume trends and averages on a monthly, quarterly, and seasonal basis.
• Develop reporting processes, dashboards and presentations for reporting needs.
• Utilizes workforce management software and various internal data sources to accurately forecast contacts – both short and long-term – and determine staffing requirements.
• Accountable for timely delivery of agent schedules developed by self or workforce analysts.
• 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 workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.
• You will be required to utilize workforce management software and various internal data sources.
• Also develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.

Recommended – The Concept Group Recruitment For Business Operations Analyst

Requirements/Qualification For Jumia Recruitment

Applicants should possess the following:

• Associates or Bachelor’s Degree preferred
• 5+ years of relevant e-commerce or comparable experience in the customer experience and retention field.
• Strong data analysis skills
• Ability to work in a fast-paced, deadline driven team environment
• Experience with e-commerce platforms/channels preferred
• Ability to multi-task and can be trusted to work effectively both independently and as part of a team

Competencies Required:

• Owner mentality and an entrepreneurial drive
• Proficiency in Microsoft Office (Word, Excel and Power -point) tools.
• Working knowledge of Google Office Productivity Tools.
• Excellent communications skills and the ability to effectively advise senior leadership
• Good problem-solving skills required
• Proven ability to manage multiple tasks simultaneously.
• Ability to work to deadlines and targets, can prioritize tasks under pressure.

Interfaces:

• Vendor
• Operations

We Offer 

• A unique experience in an entrepreneurial, yet structured environment
• A unique opportunity of having strong impact in building the African e-commerce sector
• The opportunity to become part of a highly professional and dynamic team
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders