Real Time Administrator
7 months ago
**Real Time Administrator **- (Call Centre - Shifted Schedules)**
**Are you ready to take the next step in your career?**
This position is responsible for monitoring schedule adherence by operations, identifying schedule inefficiencies and flagging operational service level risks.
**What would make you a good fit for this role?**
Must be willing and able to work in a shifted environment
**Requirements**:
Matric or equivalent
2 years Agent experience
Knowledge of Avaya / Genesys or similar tool
MS Excel - intermediate
**What you'll be doing**
**Adherence Monitoring**
- Checks weekly staff coverage and reports staffing shortfalls to operations
- Flags schedule inefficiencies and makes recommendations to Workforce Management.
- 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
- Reviews adherence 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, weekly and monthly call centre performance reports to various levels of management covering all areas of the business
- Maintain accuracy of shared folders
- Produces daily and weekly Absenteeism Reports
- Adjusts real-time schedule to accommodate extra-time as governed by scheduling process
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