Optimizing Workforce Operations Specialist

2 weeks ago

Nairobi, Kenya beBeeStrategic Full time
Workforce Planning Specialist

Develop a strategic approach to optimize workforce operations across multiple contact centers.

Collaborate with internal and BPO teams to build efficient schedules, forecasts, and performance insights that drive business results.

Deliver actionable data-driven recommendations to improve employee engagement, operational efficiency, and cost control.

Contribute to the implementation of WFM systems and process improvements to enhance man-hour utilization and headcount planning.


Key Responsibilities
  • Build and review agent schedules optimized for forecasted demand, shrinkage, and business drivers.
  • Collaborate with stakeholders to align schedules, resolve discrepancies, and maintain documentation.
  • Align shift mixes, rest day strategies, and offline activity windows with planners.
  • Maintain documented planning discussions and ensure schedules are signed off by relevant stakeholders.

Requirements
  • Excellent stakeholder engagement and communication skills across diverse cultures and time zones.
  • Good analytical and critical thinking ability; data-driven decision-making mindset.
  • Organized, detail-oriented, and process-focused with strong time management.
  • Proven ability to prioritize, take accountability of work, and deliver under changing business needs.
  • Comfortable with documentation, SOP creation, and maintaining repeatable processes.
  • A collective and proactive approach to problem-solving and team support.

Preferred Qualifications
  • Experience supporting pan-African contact center operations or multi-lingual environments.
  • Working knowledge of labor law considerations in scheduling and shift design.
  • Exposure to wellbeing strategies as part of workforce planning frameworks.

What We Offer
  • Professional growth in a dynamic industry with opportunities for innovation and impact.
  • An open-minded culture made up of enthusiastic colleagues who value collaboration and teamwork.
  • A multicultural experience with the chance to work with people from different geographies and backgrounds.
  • Structured learning and development programs to help you grow professionally and personally.

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