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Real Time Analyst/real Time Administrator

5 months ago

Cape Town, South Africa Careerbox Full time

Working Hours: Nightshift

As a Real Time Analyst your role is intended to support the Operations in delivering to the staffing plans that are agreed internally and externally with our Clients.

**Duties & Responsibilities**
- Monitor and manage contact centre demand across all campaigns on a daily basis.
- Balancing activities / staffing to ensure that service levels are being met,
- Analyse and review intraday performance,
- Understand and report on call drivers, working closely with the operational team to understand reasons for customer contact
- Highlight any non-compliance to the relevant stakeholders
- invoke agreed plans to utilise the capacity and maximise productivity
- Assist in co-ordination of any on the day offline requirements,
- Monitor the real-time adherence of all agents on all sites,
- Work with the Operational management to ensure that the real-time management of the agent groups is at an acceptable level
- Complete all daily, weekly and monthly reports as set out by the Line Managers
- Maintain and update the WFM system with daily exceptions
- To ensure that all service affecting incidents are documented and reported
- Deal efficiently and accurately with internal client queries
- Complete delegated tasks to time and to standard
- Assist in the achievement of commercial targets through real time monitoring and schedule amendments to maximise service delivery and revenue generating productivity.

**Desired Experience & Qualification**
- Planning and Organizational Skills
- Strong and adaptable communication skills
- Effectiveness and pays attention to detail
- Analytical skills
- Business Analysis
- Logical thinking
- Stakeholder relations
- Relationship Management
- Adaptability / Resilience with the ability to work under intense pressure
- Initiative / Proactive
- Effective decision-making skills
- Initiative / creative thinker

**Here’s what you’ll need**:

- 3-6 months experience working within a Call Centre of a large operation (ideally in an analyst type role)
- Grade 12 or equivalent NQF4 level qualification - English and Maths essential
- Tertiary education in accountancy, statistics or IT would be ideal
- Ideally some knowledge of general customer management IT and telephony systems
- Ideally some MS Excel and PowerPoint skills
- Good communication skills
- Strong Numerical Skills

To **apply**, send us a copy of your updated CV.

**Experience**:

- Real time analyst: 2 years (preferred)