BUSINESS OPERATIONS- WORK FLOW AGENT (UGANDA)
Job ID: MBPS-0415049
Job type: Full-time Complementary
Work country: Kenya
Posted: 13-Jun-2011
Work city: Nairobi
Job area: IT & Telecommunications (non consulting)
Travel: 25% travel annually
Job category: Other
Business unit: GlblCRMSolns
Job role: General Personal Service Specialist
Job role skillset: General
Commissionable/Sales-Incentive jobs only: No
description
The Business Operations Work Force Management (WFM) Analyst will report directly to the Shared
Services Manager. (Workforce Management) team will be responsible for analysing workflow trends,
predictions of volume changes and working in conjunction with the scheduling teams to produce
optimised shift planners on a daily, weekly, monthly and three monthly rolling basis. Measuring and
reporting on Real Time Adherence (RTA) will also be a key part of their role
You will also provide performance guidance to ensure that the teams meet/exceed contractual
performance criteria and that workloads are handled according to established performance. This position
provides daily guidance, assists in strategy development, assists in setting and achieving operational
objectives and tracks and reports team’s service performance. Monitors, recommends and implements
ways to improve Operational performance of lines directly influencing Performance Indicators (PI’s) and
Business Performance Indicators (BPI’s).
Responsibilities are not exhaustive and can include any future additions as relevant to LRUC Service
Delivery Team.
Required
• High School Diploma/GED
• At least 3 years experience in Organisational and planning skills
• At least 3 years experience in verbal and written skills and the ability to communicate with staff at
all levels
• At least 3 years experience in Time-management skills
• At least 3 years experience in Administration skills
• At least 3 years experience in Excellent Leadership skills
• At least 3 years experience in Knowledge of IBM business and services policies, practices and
procedures
• English: Fluent
Preferred
• Bachelor's Degree
• At least 5 years experience in Organisational and planning skills
• At least 5 years experience in verbal and written skills and the ability to communicate with staff at
all levels
• At least 5 years experience in Time-management skills
• At least 5 years experience in Administration skills
• At least 5 years experience in Excellent Leadership skills
• At least 5 years experience in Knowledge of IBM business and services policies, practices and
procedures
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All
qualified applicants will receive consideration for employment without regard to race, color, religion,
gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or
veteran status.
To apply, please copy the link below as your web address:
https://jobs3.netmedia1.com/cp/job_summary.jsp?job_id=MBPS-0415049
Job ID: MBPS-0415049
Job type: Full-time Complementary
Work country: Kenya
Posted: 13-Jun-2011
Work city: Nairobi
Job area: IT & Telecommunications (non consulting)
Travel: 25% travel annually
Job category: Other
Business unit: GlblCRMSolns
Job role: General Personal Service Specialist
Job role skillset: General
Commissionable/Sales-Incentive jobs only: No
description
The Business Operations Work Force Management (WFM) Analyst will report directly to the Shared
Services Manager. (Workforce Management) team will be responsible for analysing workflow trends,
predictions of volume changes and working in conjunction with the scheduling teams to produce
optimised shift planners on a daily, weekly, monthly and three monthly rolling basis. Measuring and
reporting on Real Time Adherence (RTA) will also be a key part of their role
You will also provide performance guidance to ensure that the teams meet/exceed contractual
performance criteria and that workloads are handled according to established performance. This position
provides daily guidance, assists in strategy development, assists in setting and achieving operational
objectives and tracks and reports team’s service performance. Monitors, recommends and implements
ways to improve Operational performance of lines directly influencing Performance Indicators (PI’s) and
Business Performance Indicators (BPI’s).
Responsibilities are not exhaustive and can include any future additions as relevant to LRUC Service
Delivery Team.
Required
• High School Diploma/GED
• At least 3 years experience in Organisational and planning skills
• At least 3 years experience in verbal and written skills and the ability to communicate with staff at
all levels
• At least 3 years experience in Time-management skills
• At least 3 years experience in Administration skills
• At least 3 years experience in Excellent Leadership skills
• At least 3 years experience in Knowledge of IBM business and services policies, practices and
procedures
• English: Fluent
Preferred
• Bachelor's Degree
• At least 5 years experience in Organisational and planning skills
• At least 5 years experience in verbal and written skills and the ability to communicate with staff at
all levels
• At least 5 years experience in Time-management skills
• At least 5 years experience in Administration skills
• At least 5 years experience in Excellent Leadership skills
• At least 5 years experience in Knowledge of IBM business and services policies, practices and
procedures
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All
qualified applicants will receive consideration for employment without regard to race, color, religion,
gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or
veteran status.
To apply, please copy the link below as your web address:
https://jobs3.netmedia1.com/cp/job_summary.jsp?job_id=MBPS-0415049
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