Workforce Management (WFM) Analyst – Contact Centre (3 positions)

Operations

K sh 90,000 – 160,000 gross / month

Openings: 3 positions Location: Nairobi – Kasarani (Thika Rd) Overview: Ever wondered who keeps a contact centre humming like a well-oiled machine? That’s your playground as a WFM Analyst in Kasarani. You’ll forecast call/chat volumes, whip up rosters, and make sure everyone’s in the right place at the right time without blowing the budget on extra hours. Think of it as a mix of strategy, math, and people-sense rolled into one. You’ll dive into intraday tracking, reforecasting on the fly, and spotting shrinkage before it becomes a headache. TLs, QA, and SDMs will lean on your insights to keep service levels sky-high, so your data skills will be your superpower. And because no day is ever the same, you’ll get to play in schedules, exceptions, and real-time dashboards, learning how small tweaks can have big impacts. Calm under pressure, Excel ninja, and a dash of curiosity? Perfect, this is your stage. Key Responsibilities: - Forecast by interval; adjust for promos, outages, seasonality. - Build shift patterns; publish rosters and adherence rules. - Run intraday management; re-forecast and re-sked where needed. - Track shrinkage; propose policy changes with data. - Report SLA, occupancy, and adherence daily/weekly. Education & Experience: - BCom (Operations/Statistics) or Diploma + analytics/Excel strength. - 1–3 years WFM/analytics. Skills & Tools: - WFM suites, Excel/BI, SQL basics, calm communication. KPIs: - SLA, adherence %, occupancy %, forecast accuracy, cost/contact. Compensation (Kenya): KES 90,000–160,000 + performance bonus. Figures are client estimates and may vary depending on experience and interview outcomes. Benefits: - Medical, phone/data, hybrid stipend. Growth Path: - Senior WFM → WFM Lead → Service Delivery Manager. Ideal hierarchy and expected promotion cycle.