Real Time Analyst

4 weeks ago


Johannesburg, South Africa Select One Full time

The role will involve ensuring that service level agreements across various programs are met through the monitoring of real time analytics of employee attendance and availability.

Duties will include but not be limited to:

- Ensuring real-time performance of agents throughout the day and providing recommendations to management to achieve service targets
- Managing and monitoring agent availability to ensure that resources are adequately deployed and multi-skilling is effectively optimized
- Monitoring, recording and escalating real-time schedule adherence incidents
- Working closely with the operations team and management to analyze and improve the service delivery of the company to its clients
- Internal reporting
- Assisting with additional projects

**Requirements**:

- 1 to 2 years of experience in a contact centre environment
- Previous Work Force Management experience
- Advanced experience with full Microsoft Office package
- Ability to create reports and forecast results
- Attention to detail and high level of accuracy
- Ability to multi-task, focus and complete reports for extended periods of time
- Must have good time management skills with the ability to work with mínimal supervision and under tight timelines
- Capable of managing multiple, simultaneous projects
- Excellent attendance record
- Able to communicate professionally - oral and written
- Ability to work shifts, weekends and public holidays
- Onsite role


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