Konga.com Job Vacancy for a Workforce Management Specialist

Konga.com is Nigeria's largest online marketplace. We launched in July 2012 and our mission is to become the engine of ecommerce and trade in Africa.


We serve an ever expanding customer base, offering products that span various categories including Phones, Computers, Clothing, Shoes, Home Appliances, Books, Healthcare, Baby Products, personal care and much more.

We are recruiting to fill the position below:

Job Title: Workforce Management Specialist

Ref No: 150714-1
Location: Lagos
Job Type: Full-Time
Reporting Line: Manager, Workforce Mgt/Optimization

Job Description

• The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact centre environments.
• The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges.
• In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning

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

• First Degree from reputable institution.
• At least 2 years relevant work experience within the contact centre.