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Real Time Analyst

3 months ago

Durban, KwaZulu-Natal, South Africa Webhelp Full time

Job Advert Reimagine your career**If you have a critical eye for detail and have stellar organization skills then you could fit right in as a Real Time Analyst on an exciting international campaign at Concentrix + Webhelp in our in our dynamic Durban office.


We're looking for someone who appreciates structure and can create functional order before things become chaos In this Real Time Analyst role, you'll need to work systematically, think analytically and act swiftly to ensure efficiency.


You will be responsible for ensuring the contact centre is operating consistently in line with operational procedures and achieving client targets so you'll need to be quick on your feet to problem solve and find solutions.


What you will do in this role
As a Real Time Analyst on our team, you'll be:

  • Analysing trends such as call volume, average handle time and attendance to understand and plan for potential over staffing/under staffing
  • Monitoring and tracking access issues across all levels and all required systems
  • Tracking and logging network issues to provide insights to operations and impacts on performance
  • Monitoring schedule adherence to assist the management team in achieving target driven adherence goals
  • Retrieving all messages recorded on the attendance line
  • Monitoring workforce management as required

Your qualifications
Concentrix + Webhelp is a great match if you have:

  • Excellent communication skills
  • Proficiency in MS Office
  • Knowledge, experience and understanding of key contact centre performance metrics such as service levels, delivery against target intervals, call monitoring as well as schedule adherence
  • Clear credit and criminal records

It will be a plus if you:

  • Have proficient Excel skills
Please note that the appointment will be made in line with the in line with the company's EE Plan.

Reimagine the best version of you
***After applying, you will be sent a link to complete a quick online chat. We don't want you to miss out on the opportunity so please check all of folders for the link after applying.

Job Reference:
SA03011