Real Time Administrator

2 weeks ago


Randburg, South Africa MyCalling Full time

**Work With The Best**

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us

**Are you ready to take the next step in your career?**

**What you will be doing?**

The purpose of this position is to monitor schedule adherence, identify schedule inefficiencies and flag operational service level risks.

**Adherence Monitoring**
- Monitors daily absenteeism.
- Monitors non-adherence and communicates out-of-line situations
- Identifies issues that may impact the site’s ability to meet service levels in real time
- Reviews performance across skill sets and recommends real time changes that will improve site performance

**Reporting and administration**
- Accurately captures exceptions and real time reporting
- Produces accurate daily Workforce Management performance reports to various levels of management covering all areas of the business
- Produces daily and weekly Absenteeism Reports
- Adjusts real-time schedule to accommodate extra-time as governed by scheduling process

**Knowledge**
- Matric or equivalent
- 2 years Agent experience
- Understanding of ACD reporting
- MS Excel - intermediate

**Additional requirements**
- Able to do manual scheduling (not on a system)
- Nightshift (operational hours 2pm - 7am)



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