Specialisd Support

Are you ready for the next step in your Career?

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

**What you will be doing;**

**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