Workforce Manager, Africa at Sun King (Formerly Greenlight Planet) | Careersngr : Careersngr

Workforce Manager, Africa at Sun King (Formerly Greenlight Planet)

Filed in by on November 18, 2022

Sun King (Formerly Greenlight Planet)

Full Time Jobs in Nigeria
JOBS IN LAGOS STATE - JOB VACANCIES IN LAGOS STATE NIGERIA
Posted 1 year ago

Greenlight Planet is a multinational, for-profit business that designs, distributes, and finances solar-powered home energy products, with an underserved population in mind: the 1.3 billion global consumers for whom the old-fashioned electrical grid is either unavailable or too expensive. Over a decade in business, the company is now a leading global brand in emerging markets across Asia and Sub-Saharan Africa. Greenlight’s Sun King™ products provide modern light and energy to 26 million people in more than 40 countries and have sold over 10.5 million products worldwide.

We are recruiting to fill the position below:

Job Title: Workforce Manager, Africa

Location: Lagos
Employment Type: Permanent – Full-Time
Department: EasyBuy Program Management

About the Role

  • Our company is seeking a Workforce Manager to assist in our customer contact center.
  • In this role, it is essential to manage customer happiness and service levels while working to reduce business costs and boost the efficiency of our employees.
  • One of the main functions of this position is forecasting our staffing needs, so you will need to consider contact volume, headcount requirements, and time-off requests.
  • Our ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees, and understand our financial needs. This often requires real-time monitoring and oversight of employees.

What You Would be Expected to Do

  • Forecasting, scheduling, and ensuring staffing levels are sufficient to meet service and productivity goals. Additional responsibilities include implementing call center initiatives, managing utilization trends and proposing operational improvements
  • Supervision and development of Workforce Management strategies within the call center operations.
  • Analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement
  • Coordinate and publish all reporting related to Workforce
  • Make strategic recommendations to call center  management  – with close focus on Voice of customer for all customer touchpoints
  • Participates in strategic planning and goal development
  • Coordinate with team managers in relations to post and pre working hrs optimization of productive hours
  • Oversees technology and process improvements to ensure high customer satisfaction and cost effectiveness
  • Effectively manage and align workforce inputs in call center management needs during appraisal reviews and coordination with HR
  • Completes special projects as needed.

You Might be a Strong Candidate If You

  • HND / B.Sc in a Business-related field
  • 5+ years of direct experience in Workforce management and analytics in a set up with 500+ agents across multiple countries. Experience in Omni-channel queue management a plus (email/social media/Calls).
  • 5+ years supervisor experience is required. Ability to write reports, business Insights with our data Intelligence team, and produce manuals.
  • Must demonstrate ability to communicate effectively, both orally and in writing at all levels.
  • Strong analytical skills and attention to detail. 
  • Proficient in the use of technology applications including but not limited to Excel, Word, PowerPoint, business intelligence tools (Looker, Tableau preferred) and GSuite
  • Experienced use and/or implementation of CRM, IVR, ACD, WFM, dialers and general customer management IT and telephony systems
  • Strong Interpersonal Skills & People Centric.

What We Offer

  • An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry; 
  • The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Greenlighters who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world;  
  • A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds. 
  • Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Greenlight Academy.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Job Features

Job CategoryManagerial Jobs in Nigeria

Apply Online

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