Real Time Administrator

3 months ago


Cape Town, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

**purpose**:

- To identify and track real time performance and communicate any deviations to business and update the system to align to processes and procedures.**experience and qualifications**:

- 3 years related qualification.
- 1 year banking experience.
- 1 to 2 years call centre administration experience.
- Knowledge of call centre metrics is essential.
- Knowledge of EWFM is essential.
- Knowledge of the call centre systems and environment is essential.
- Knowledge of incentive bonus scheme is essential.
- Knowledge of GSM and Vodacom products and services is essential.
- Knowledge of shifts and shift work is essential.
- Knowledge of workforce management principles and practises is desirable.
- Knowledge of labour relations principles is desirable.**additional requirements**:
**responsibilities**:

- To generate the necessary ad hoc and compliance reports.
- To administer and capture exception codes for schedules.
- To escalate system problems when and if necessary as per the procedure.
- To investigate, administer and process faults relating to adherence.
- To monitor schedule adherence to shift schedules and identify non-adherence.
- To track real time performance on the EWFM system.
- To identify deviations from schedules, highlighted to relevant role players to ensure compliance and inform Team leaders of deviations from Schedule.
- Continuously assess own performance, seek timely and clear feedback and request training where appropriate.
- To validate deviations before updating the relevant systems.



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