Rta - (Real Time Analyst)

1 month ago


Randburg, South Africa iSON Xperiences Full time

**Â The Real-Time Analyst**

**Summary of Dutie**_s: _**As a Real Time Analyst, you will work closely with Operations, to help monitor Incoming volumes In Queues, report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.

**KEY RESPONSIBILITIES**:

- 110% floor workÂ
- Ensuring all agents are doing what is requiredÂ
- Manage the call volume, daily attendance and program break schedules
- Assist with creation if metrics and targets for services
- Meeting clients basic requirements achieving SL
- Hourly reporting
- Provide visibility and reporting capabilities of main SLAs and KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion.
- Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs

**S**kills and Experience**:

- Know-how in managing real time adherence in different line of business in a multi-skill environment simultaneously ( shrinkage, outages, under / overstaffing etc. )
- Minimum Matric/related NQF essential
- Experience in client product support
- Ability to create reports in Excel and forecast results
- Excellent communication skills

**Requirements and  Personal Attributes**:

- Must have transport to work flexible shiftsÂ
- Must be working from office
- Must be friendly and professional with a positive attitude
- Organized with the ability to quickly and effectively adapt to change
- Excellent attendance record
- Able to communicate professionally - oral and written
- Proactive and able to take decisions based on real time situation

**Required Qualification**: Completed Matric or equivalent


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