Workforce Management Specialist in Lagos, Nigeria

Online Media
Sales/Business Development
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description

• Responsible for effective contact centre staff scheduling, demonstrating clear understanding and competence in subject matter with limited reliance on technological aids.

• Responsible for driving service level, utilization, call handle time and other service targets for the contact centre.

• Responsible for analysis and reporting of periodic statistics (daily, weekly, monthly) for all defined contact centre metrics.

• Must be able to interpret and analyse inbound call traffic, while managing existing call routing channels and contact centre resources to achieve more efficient call management.

• Must possess understanding of forecasting techniques. Required to build call forecasting models to aid planning and decision making.



• Must be fact oriented, using available data to make accurate projections of resource requirements (both human and technical).

• Must be flexible and innovative in approach to contact centre operations management, evolving new techniques in pursuit of operational efficiency. Thorough understanding of contact centre dynamics is mandatory.

Qualifications & Experience      

• First Degree from reputable institution.

• At least 2 years relevant work experience within the contact centre.


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