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Workforce Management (WFM) Analyst II
Nairobi
• Kenya
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Jobs in NairobiProfession (Outsourcing, leasing, Mid-level)
Industry (Customer support, client care, Mid-level)
Seniority (Customer support, client care, Outsourcing, leasing)
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Outsourcing + 1 more
Description
Location: Westlands, Nairobi Kenya (On‑site )
Employment Type: Full‑time
Languages Required: Fluent Spanish & English
✅ Requirements
Fluency in Spanish and English (spoken and written) – mandatory
2+ years of call center or BPO experience, preferably voice‑based support
Strong understanding of call center KPIs, metrics, and customer handling techniques
Excellent communication, active listening, and problem‑solving skills
Ability to handle high call volumes and challenging customer interactions
Comfortable working shifts, weekends, and public holidays
Proficiency in CRM tools, call handling systems, and basic computer applications
Responsibilities
📞 Key Responsibilities
Handle high‑volume inbound and outbound calls from Spanish‑ and English‑speaking customers
Resolve customer inquiries, complaints, and service issues in line with SLAs and quality standards
Provide accurate product, service, and account information using multiple systems
Maintain professional call handling, tone, and compliance at all times
Document call interactions clearly and accurately in CRM systems
Consistently meet or exceed AHT, CSAT, FCR, quality, and attendance targets
Escalate complex issues appropriately while ensuring customer satisfaction
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