Addis Ababa
LonAdd Consultancy PLC( Recruiter/ 86214)
LonAdd HR Consultancy Plc (www.lonadd.com) is a Recruitment & Outsourcing Company based in Addis Ababa, Ethiopia, with branch offices in Dukem and Hawassa.  We are recruiting MIS/WFM Executives for an international company engaged in the business process outsourcing sector.SUMMARY: The WFM/MIS executive is responsible for providing support to ensure achievement and maintenance of service level performance, through optimal staffing and occupancy; and real time monitoring of call volumes.  This will include but not limited to preparing schedules; analyzing call trends and adjusting staffing levels; accordingly, and preparing reports.Main Duties: Undertakes real time monitoring of schedule adherence and works closely with the operations team to control operations targets.Plans and prepares Roster as per the call arrival pattern; including scheduling breaks for off-phone activities such as meetings; training; coaching session.Manages attendance tracker including shift swaps, leave/time off requests.Tracks and reports on absenteeism, schedule variance and forecast deviations and suggest solutions.Undertakes continuous analysis of historical call volume data and trends vs. forecast to improve on scheduling accuracy.Generates daily WFM reports Monitors and collates data for monthly MIS reporting, both internal and client reporting.Maintains and updates WFM Employee Database, Client ID DatabaseEnsures adherence to WFM processes such as Client ID deletion upon employee terminationEnsures any occurrence which impacts Operations, such as downtime/more call volume, service outage is brought to the knowledge of relevant stakeholders