Real Time Administrator

6 months ago

Cape Town, South Africa Sanlam Full time

**Who are we?**

Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture us that of agility and constant deployment, we believe in learning fast, learning cheap and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market, at the same time provide compelling career and development proposition that will enable them to realize their dreams.

Sanlam Personal Loans (SPL) was established 23 years ago and is now part of a newly established Fintech business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture is that of agility and constant deployment, we believe in learning fast and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market; at the same time provide a compelling career and development proposition that will enable them to realize their dreams.

**What will you do?**
- This role resides in Diep River and reports to an Operational Team Leader. The Real Time Administrator administers and monitors contact centre resources. The incumbent ensures that optimum resources are able to deliver efficiently based on a forecasted volume of calls at the desired service level. The incumbent as part of a greater Work Force Management team and ensure that all functions performed/services provided are in line with the overall Work Force Management strategy.**The role responsibilities will include**
- Accurate Attendance/Absence updating on WFM systems
- Monitor contact centre to ensure optimal staffing levels.
- Real time reporting and analysis
- Flagging deviations to schedules
- Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
- Ensures that all reports originating from the department are accurate, relevant and reliable.
- Ensures that scheduled employees meet desired service levels, and providing feedback to relevant stakeholders of potential impact to service levels, along with suggestions.
- Trend analysis on all measures which impact the overall performance of the business unit
- Attend planned huddles with Operations highlighting key focus areas.
- Accurately tracking all/any movement of headcount. (attrition, new recruits, absence)
- Ensuring that all headcount databases are accurate and aligned. (MyWorkspace, Avaya)
- Real Time shrinkage/adherence management Qualifications What will make you successful in this role?
- Excellent communication skills, both written and verbal.
- Excellent ability to manage data and database systems (Excel)
- Good Attention to detail
- Good Problem Solving by using data and engagement to route cause analysis and collaborating to unpack potential solutions
- Good Risk awareness by understanding service levels agreements and impacts thereof
- Team work
- Stakeholder engagement to deliver on client requirements
- Qualifications and Experience- Matric / Grade 12 or international equivalent industry relevant training courses, including WFM processes, terminology and tools
- Min 2 year's experience in a contact centre environment
- Min 2 years experience in a similar role
- Min 2 years experience in stakeholder management
- Experience in working on scheduling software
- Knowledge and Skills- Strong knowledge in the contact centre environment
- Engagement skills
- Problem Solving
- Planning & Organizing Risk
- Incident Management
- Data Analysis
- Report writing
- Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
- Scheduling and systems knowledge

**Build a successful career with us**
- We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.**Turnaround time**Our commitment to transformation**

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a t

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