Workforce Analyst

Kenya

WORKFORCE ANALYST

Influx is dedicated to providing efficient and high-quality customer service for brands and tech companies around the clock. To ensure our operations run smoothly, we rely on skilled analysts to manage workforce data and optimize scheduling to meet our service-level goals.

We are looking for a detail-oriented and proactive individual to join our team by September 6th. This role will be key in contributing to our mission of achieving high performance and ensuring customer satisfaction.

RESPONSIBILITIES

• Analyze historical data and trends to forecast future workloads, including call volumes and chat requests, to determine required staffing levels.

• Create optimized agent schedules considering factors such as agent availability, skill sets, and service level goals.

• Monitor real-time data, such as call volumes and agent adherence to schedules, and make immediate adjustments to maintain service levels.

• Evaluate agent performance data to identify trends, patterns, and areas for improvement, and use this information to optimize schedules and enhance operational efficiency.

• Design and implement data visualization tools, and analyze reports on key performance indicators (KPIs) to evaluate performance and make data-driven decisions.

ABOUT YOU

• You hold a Bachelor’s degree in Business Administration, Statistics, Mathematics, or a related field.

• You have proven experience in workforce management or data analysis within a customer service or BPO environment. (at least 1 year experience)

• You are proficient in workforce management software and tools, with knowledge of CS/CRM Helpdesk systems (Salesforce, Genesys, Zendesk, Aircall, Five9, HubSpot, etc.) being a plus.

• You possess strong analytical skills and can translate data into actionable insights.

• You have advanced proficiency in Excel, Google Sheets, and data visualization tools (Looker Studio, Tableau, Metabase, etc.).

• You thrive in a fast-paced environment and can manage multiple priorities.

• You have excellent communication and problem-solving abilities.

INTERNET AND DEVICE REQUIREMENTS

• Internet Speed of 40-50 Mbps / Upload Speed - 30 Mbps

• System: Windows 11

• RAM: 8GB or more

• Processor: Intel Core i5 10th gen or equivalent

• Wired headset

• Quiet working environment

• Laptop (No Chromebook, Linux OS, or Desktop)

If this sounds like you or someone you know, we encourage you to apply! Join us and contribute to a high-performance team working towards excellence in customer service. Apply now!