Workforce Analyst- Us Hours

1 week ago


Johannesburg, Gauteng, South Africa Dash BPO Full time

Duties and Responsibilities of the Work Force Analyst (RTA)
As a Real-Time Analyst/ Workforce Analyst, you will work closely with Operations, monitor the incoming volume in the queues, report on daily attendance,
notify any deviations in real-time and ensure the compliance of the service levels goals to deliver consistent performance.

Floor management

  • Monitor the key performance indicators (KPIs) and provide alerts when any metric is out of the target
  • Take actions before events that affect the indicators (change the routing profile or skill, reassign the task to the resources,
re-scheduling lunchtimes or break times, pre-shift, coaching sessions, etc.)

  • Notify the supervisors of agents outside of their schedule (absenteeism, tardiness, lunch and break out of time, or excess of
lunches or breaks)

  • Provide alerts for atypical call volume (volume increase or decrease)
  • Follow up on the status of the agents and maintain control of the AHT
  • Ensure that the work tools are working correctly, both management and operational
  • Make constant tests of the Interactive Voice Response (IVR), or Softphone are working properly
  • Escalate and document incidents of tools or events that impact the indicators

Reports

  • Build, modify, update, analyze and interpret the content of reports
  • Daily update of operational management reports (attendance, performance, executive reports, among others)
  • Daily update of the WFM reports (accuracy in the intraday forecast, incident report, among others)
  • Evaluate and detect deviations and propose continuous improvements
  • Perform graphical analysis of correlations, variables, Pareto, among others
Forecasts, Schedules, and Service Level

  • Review the call inflow pattern and the required resource to comply with the demand, analyze trends and come up with
suggestions or recommendations such as schedule movement or other

  • Johannesburg, Gauteng, South Africa Absa Bank Limited Full time

    Empowering Africa's tomorrow, together one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job SummaryTo...


  • Johannesburg, Gauteng, South Africa Apex Group Full time

    HR Data/Reporting AnalystLocation: Johannesburg, South AfricaDate Posted: Mar 15, 2023DescriptionHR Data/Reporting AnalystLocation: Johannesburg / Cape TownApex Group is looking for an individual to support our business leaders as a HR Data/Reporting Analyst who understands 'the how' and 'why' each of the business areas truly provides a valued contribution...

  • Workforce Manager

    1 week ago


    Johannesburg, Gauteng, South Africa Absa Bank Limited Full time

    Bring your possibility to life Define your career with us With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job SummaryTo Optimize...

  • Data Analyst

    1 week ago


    Johannesburg, Gauteng, South Africa Qinfo Consulting Full time

    :Qinfo is on the maket for Data Analyst role. To ensure the necessary technical data analysis is performed to enable the data life cycle within the data warehouse. The data analyst outputs are used to enable the data engineer/s and data modeler to integrate data from source system to the target system.To ensure the necessary technical data analysis is...


  • Johannesburg, Gauteng, South Africa international finance corporation Full time

    international finance corporationIFC a member of the World Bank Group is the largest global development institution focused on the private sector in emerging markets. We work in more than 100 countries, using our capital, expertise, and influence to create markets and opportunities in developing countries. In fiscal year 2023, IFC committed a record US$43.7...

  • Research Analyst

    1 week ago


    Johannesburg, Gauteng, South Africa UBS Full time

    South Africa Research Investment BankJob Reference #BRCity JohannesburgJob Type Full TimeYour role Are you an expert in assessing value and risk? Do you love to give advice, as well as educate? We're looking for a Junior Analyst to:conduct valuation analysis focusing on key stocks in the mining sector- convert industry knowledge into understandable...


  • Johannesburg, Gauteng, South Africa Ad Talent Africa Full time

    Looking for an IT Service Analysts who can provide fast and useful technical assistance on computer systems.Duties:Serve as a first point of contact to internal customers seeking technical assistancePerform remote trouble shooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issues logged by the internal...


  • Johannesburg, Gauteng, South Africa The World Bank Full time

    HR Analyst, Client Services Job #: req27937 Organization: IFC Sector: Human Resources Grade: GE Term Duration: 3 years 0 months Recruitment Type: Local Recruitment Location: Johannesburg,South Africa; Nairobi, Kenya Required Language(s): English Preferred Language(s): Closing Date: 6/28/2024 (MM/DD/YYYY) at 11:59pm UTC Description IFC — a member of...

  • Financial Analyst

    1 week ago


    Johannesburg, Gauteng, South Africa QuickTeam Full time

    QuickTeam is a leading provider of virtual employees to businesses around the world. Our mission is to help businesses grow and succeed by providing them with highly skilled and dedicated virtual staff. We take pride in our exceptional customer service and our ability to match businesses with the perfect virtual employee.We are currently seeking a talented...


  • Johannesburg, Gauteng, South Africa World Bank Group Full time

    Job #:- req27937Organization: IFCSector: Human ResourcesGrade: GETerm Duration: 3 years 0 monthsRecruitment Type: Local RecruitmentLocation: Johannesburg,South Africa; Nairobi, KenyaRequired Language(s): EnglishPreferred Language(s):Closing Date: 6/28/2024 (MM/DD/YYYY) at 11:59pm UTCDescriptionIFC's Human Resources (HR) Department provides strategic...

  • Data Analyst

    1 week ago


    Johannesburg, Gauteng, South Africa Qinfo Consulting Full time

    :Qinfo is currently on the market for a Data Analyst. Technical data analyst skills required to enable the data lifecycle within EDS, namely the ability to profile source data and complete the relevant mapping documentation to enable the data integration between source system (golden/trusted) and target system (LOB). An understanding of data warehousing...

  • Data Analyst

    1 week ago


    Johannesburg, Gauteng, South Africa Qinfo Consulting Full time

    :Qinfo is currently on the market for a Data Analyst with. Technical data analyst skills required to enable the data lifecycle within EDS, namely the ability to profile source data and complete the relevant mapping documentation to enable the data integration between source system (golden/trusted) and target system (LOB).*SAP HCM and *HR experience is...

  • Research Analysts

    1 week ago


    Johannesburg, Gauteng, South Africa Perussi Staffing Solutions Full time

    High end company in Johannesburg is looking for 5x RESEARCH ANALYSTS for a 12 month contract in the electricity sector.Responsibilities for RESEARCH ANALYST: Analyzing past operations' results and performing variance analyses. Identifying and analyzing trends and forecasts and recommending improvements to the business processes. Researching market trends,...


  • Johannesburg, Gauteng, South Africa Sanlam Full time

    WHO WE ARE Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is...

  • BI Analyst

    1 week ago


    Johannesburg, Gauteng, South Africa CyberPro Consulting Full time

    Job Title: BI Business AnalystLocation: Johannesburg, South AfricaPosition Overview:Key Responsibilities:- Requirement Gathering: Collaborate with stakeholders to gather, analyze, and document business requirements related to BI solutions.- Data Analysis: Perform in-depth data analysis to identify trends, patterns, and insights that can inform business...

  • Data Analyst

    1 week ago


    Johannesburg, Gauteng, South Africa Qinfo Consulting Full time

    Qinfo is currently on the market for a Data Analyst. The "technical data analyst" skills required to enable the data lifecycle within EDS, namely the ability to profile source data and complete the relevant mapping documentation to enable the data integration between source system (golden/trusted) and target system (LOB).Experience, Knowledge and...


  • Johannesburg, Gauteng, South Africa Workforce Healthcare Full time

    Inherent requirements: Matric Relevant experience in the Employee Wellness Programme (EWP) and Wellness industry Minimum of 3 years Sales Experience Minimum of 5 years of Business Development experience in Employee Assistance Programme (EAP), specifically in the corporate section Knowledge of EWP and Wellness Industry Services Proven record of success in...

  • Advisory Analyst

    1 week ago


    Johannesburg, Gauteng, South Africa Hatch Full time

    Requisition ID:90783Job Category:ConsultingLocation:Johannesburg, Gauteng, South AfricaJoin a company that is passionately committed to the pursuit of a better world through positive change. With more than 65 years of business and technical expertise in mining, energy, and infrastructure, our 10,000 colleagues in 150 countries tirelessly work toward...

  • Reward Analyst

    1 week ago


    Johannesburg, Gauteng, South Africa Sanlam Limited Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert Select how often (in days) to receive an alert: Location: Johannesburg, Gauteng, South Africa What will you do?Santam Human Resources has a position available for a Rewards Analyst, based in Cape Town or Johannesburg.The Rewards Analyst is responsible for...


  • Johannesburg, Gauteng, South Africa 5D Tech Systems Full time

    KEY RESPONSIBILITIES:Design and plan WFM systemsoUnderstand the WFM environment and assist to configure the system according to the customer's requirementsoIdentify and advise on business and system processesoAdvise and guide customers on business processes and policiesoScope Technical and Functional design documentsoConfigure the customer's rules within the...