Real Time Analyst/real Time Administrator

2 weeks ago


Cape Town, Western Cape, South Africa Careerbox Full time

Working Hours:
Nightshift


As a Real Time Analyst your role is intended to support the Operations in delivering to the staffing plans that are agreed internally and externally with our Clients.


Duties & Responsibilities

  • Monitor and manage contact centre demand across all campaigns on a daily basis.
  • Balancing activities / staffing to ensure that service levels are being met,
  • Analyse and review intraday performance,
  • Understand and report on call drivers, working closely with the operational team to understand reasons for customer contact
  • Highlight any noncompliance to the relevant stakeholders
- invoke agreed plans to utilise the capacity and maximise productivity

  • Assist in coordination of any on the day offline requirements,
  • Monitor the realtime adherence of all agents on all sites,
  • Work with the Operational management to ensure that the realtime management of the agent groups is at an acceptable level
  • Complete all daily, weekly and monthly reports as set out by the Line Managers
  • Maintain and update the WFM system with daily exceptions
  • To ensure that all service affecting incidents are documented and reported
  • Deal efficiently and accurately with internal client queries
  • Complete delegated tasks to time and to standard
  • Assist in the achievement of commercial targets through real time monitoring and schedule amendments to maximise service delivery and revenue generating productivity.

Desired Experience & Qualification

  • Planning and Organizational Skills
  • Strong and adaptable communication skills
  • Effectiveness and pays attention to detail
  • Analytical skills
  • Business Analysis
  • Logical thinking
  • Stakeholder relations
  • Relationship Management
  • Adaptability / Resilience with the ability to work under intense pressure
  • Initiative / Proactive
  • Effective decisionmaking skills
  • Initiative / creative thinker

Here's what you'll need:

  • 36 months experience working within a Call Centre of a large operation (ideally in an analyst type role)
  • Grade 12 or equivalent NQF4 level qualification
  • English and Maths essential
  • Tertiary education in accountancy, statistics or IT would be ideal
  • Ideally some knowledge of general customer management IT and telephony systems
  • Ideally some MS Excel and PowerPoint skills
  • Good communication skills
  • Strong Numerical Skills
To
apply, send us a copy of your updated CV.
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