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Monitor Workforce Connectzone

1 month ago


Johannesburg, South Africa Absa Group Limited Full time
Job title : Monitor Workforce Connectzone Job Location : Gauteng, Johannesburg Deadline : January 04, 2025 Quick Recommended Links
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Job Summary

  • To ensure the efficient and effective utilization of workforce resources in a dynamic and real-time environment. This involves overseeing and optimizing the operational aspects of a contact centre or other customer engagement channels with a focus on real-time monitoring, scheduling, and strategic decision-making to ensure effective business outcomes whilst staff are optimally utilized.

Job Description

Key accountabilities

  • Accountability: Real-time and intraday monitoring and analyses
  • Utilize statistical techniques to identify, collect, and analyse data, presenting insights through easily comprehensible graphs, charts, tables, and reports to empower decision-makers with the information needed for crucial decisions based on various facts and trends.
  • Monitor, analyse, and provide insights to support solutioning for Contact Centres or other customer channels, ensuring optimal staffing levels at all times.
  • Interpret and analyse real-time workload data at a granular level, considering external factors, and support the coordination of appropriate staffing allocation for achieving sales and customer experience objectives.
  • Adjust intraday forecasts based on business drivers, including real-time call volumes and duration, and analyse reports to make staffing level recommendations for productivity, profitability, and customer experience goals.
  • Facilitate real-time discussions with stakeholders, gaining management approval for action plans and collaborating with the Workforce Planner to optimize colleague skills matrix and accurately map call types to available skills.
  • Administer volume contingency action plans, when necessary, map employee typologies to demand, and conduct root-cause analysis to enhance forecast accuracy.
  • Manage daily resourcing/staffing exceptions, update schedules, respond to escalated issues, and ensure accuracy and reliability in all reports.
  • Support the integration and implementation of new Contact Centre technologies, identify opportunities for process improvement, and proactively propose changes for enhanced operational effectiveness.
  • Accountability: Stakeholder and Workflow Management
  • Perform pre-set and daily workforce plans and schedules, and immediately accommodate intraday adjustments.
  • Plan, organize and complete tasks and activities in alignment with performance objectives. 
  • Define, prioritise, and maintain workflow plans.
  • Coordinate work predominantly with electronic information and communication technologies to accomplish tasks.
  • Record and report on transactional activities to provide timely and accurate information.
  • Ensure up to date knowledge of practice and multiskilling opportunities. 
  • Provide continuous improvement ideas with team members and managers and follow up on the implementation of accepted ideas.  
  • Accountability: Risk and governance
  • Adhere to all risk and governance policies, standards and procedures and escalate 
  • Comply with Risk and Control activities and adherences.
  • Accept accountability for system access granted in line with all Fraud Risk Management Policies.

Education

  • Bachelor's Degree: Economics, Bachelor's Degree: Physical, Mathematical, Computer and Life Sciences

  • Sales / Retail / Business Development  jobs