Latest Vacancies In A Renowned FMCG Company

CornerStone Staffing - Our client, a big player in the FMCG Industry, is looking to recruit a suitably qualified candidate to fill the position below:     Job Title: Customer Service Workforce Management Specialist Location: Lagos Job Description

• The Specialist will serve as the point of contact for the Call Center Management Team with regard to service level information and key performance indicator reporting.
• In addition, he or she will provide recommendations based on analysis of productivity, service level, contact volume and staff trends.

• Design, develop, recommend, implement, monitor and improve effective call centre workforce scenario modelling to increase call centre performance and workforce optimization, and, thereby, support overall corporately approved customer service strategies.
• Build effective workforce plans that optimize resource utilization by effectively forecasting short-term, medium-term and long-term resource requirements across multiple call types and businesses.
• Provide data-driven insight and make recommendations to Customer Service, HR Business Executives and other internal stakeholders with respect to staffing and recruitment planning by conducting workforce trend analysis, evaluating workforce plans and identifying resource gaps.
• Leverage expert knowledge in workforce data collection and analysis to identify workforce inefficiencies, problems that require consistent customer resolution, training needs and organizational changes within the call centre design to optimize the customer service experience.
• Manage forecast and update forecasts based on historical patterns and run analysis
• Be responsible for collecting, managing, and reporting on all headcount records for long- and short-term planning in the Customer Service organization, taking the opportunity to keep employees and their managers informed of their performance to standard with respect to cost, service and quality.
• Fully leverage his or her workforce management software expertise and capabilities to continuously improve workforce planning, forecasting and reporting.
• Lead a team towards achieving functional objectives by providing guidance, support and direction, and creating a climate where staff is motivated and committed to the function’s mandate and objectives.

• Bachelor's Degree in Economics, Business, Engineering, or other quantitative focus
• 6+ years of overall work experience, with at least 3 years of Workforce Management and Capacity planning management experience including forecasting, scheduling and real-time operations management in a multi-skilled call center environment.
• 2+ years in a leadership role
• Maintain and analyze workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
• Participate in the development of WFM strategy, Capacity planning, Forecast Analysis, long range planning, critical success factors, operating plans, and formulation of goals.
• Experience with database software (SQL Server, MySQL, Access, etc.) and various data acquisition languages (SQL, Python, Java).

• Goal driven and able to not only dive deep, but also to step back and look at the bigger picture
• Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams
• Demonstrated ability to meet deadlines while managing multiple projects and prioritize work
• Results orientated with a bias for action, taking responsibility and owning delivery.

• The Quality Assurance Specialist is responsible for supporting QA Management by reviewing phone, chat and email contacts to identify performance improvement opportunities.
• You will use the knowledge gained from the customer contact reviews to devise improvement plans and work with CS leaders to implement solutions.

• Compose summaries from call listening and transcript reviews to present the most relevant business pain points while recommending solutions
• Present stakeholders with observations and trends identified during contact review
• Lead compliance enforcement including reporting and trend analysis
• Create new metrics and dashboards to measure and improve quality metrics.
• Be the voice, advocate and key point of contact (from the QA perspective) for local teams
• Identify performance improvement opportunities from customer contact reviews, provide feedback to CS teams and drive change across Customer Care
• Perform review of contacts from all channels to ensure adherence to quality assurance standards
• Convert concepts and abstracts into tangible and digestible material/programs
• Manage CS customer experience improvement projects from the Quality Assurance function perspective by creating methods to review contacts, captured and deliver actionable insights
• Lead QA site calibration and identify process improvements relating to contacts and behaviors

• Bachelor's Degree
• 5+ years of experience in Customer Service Quality Assurance role where analysis was performed to identify gaps and draw conclusions leading to improvement initiative recommendations
• Successful track record leading projects, process improvements or operations, possibly in a CS environment
• Highly developed analytical skills and process understanding to evaluate large amounts of data and to identify implications for service delivery.
• Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word, Visio

• Demonstrated ability to meet deadlines while managing multiple projects and prioritize work
• Results orientated with a bias for action, taking responsibility and owning delivery.
• Goal driven and able to not only dive deep, but also to step back and look at the bigger picture
• Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams