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Job Title:    Workforce Planner (Fresher Jobs)

Organisation: M-KOPA

Duty Station: Kampala, Uganda

About the Company:

The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

Job Summary:   We are looking for someone to join our Customer Care team as a Workforce Officer. If you are resourceful, organized, and proactive about getting things done, you might be a fit for this exciting opportunity.

Key Duties and Responsibilities:

• In this role, your main objective will be to support the Customer Care and BPO teams by providing workforce support in-house and to the outsourced BPOs.
• You will collaborate closely with our Customer Care teams in Kenya, Uganda, Nigeria, Ghana, and South Africa, ensuring seamless operations across these regions.
• As a Workforce Officer, you will update KPI dashboards across various markets on an intra-day, daily, weekly, and monthly basis.
• You will also provide reporting support for scheduled and ad hoc needs while developing agent schedules based on forecasts to optimize workforce allocation.
• Your role involves monitoring agent productivity across channels and systems, providing insights to improve performance.
• You will also manage channel monitoring, ensuring agents are optimized for desired results, and handle the attendance tracking to ensure shift adherence.
• Additionally, you will assist in data mining for call center managers, consolidate performance metrics for agent-manager discussions, and provide analytical support to other functions like Retail and Collections.

Qualifications, Skills and Experience:

• We are looking for someone with a strong background in Analytics, Actuarial Science, Economics, or Business studies, and experience for over a year in a call center environment.
• Possession of advanced analytical, statistical, and Excel skills make you well-prepared for this position.

How to Apply:

If you are ready to make a difference and drive financial excellence in a dynamic and innovative environment, we want to hear from you!

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