Real Time Analyst

**Duties and Responsibilities**

**Job purpose**:

- Responsible for resource planning and capacity management of available resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level.
- Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
- Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service.
- Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions.

**Responsibilities**:

- Reviewing the forecast from our client and create a 4 week planning for our agents based on the historical patterns which you will be analysing every day,week and month.
- Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times.
- Monitor the forecast accuracy
- Monitor the adherence to schedule from the agents and act if it’s outside the bandwidth
- Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance.
- Serves as the main point of contact for all WFM concerns internal & external.
- Based on the actual incoming traffic on all channels reforecast for the coming weeks to achieve a 95% forecast accuracy rate
- Ensures workforce management process and procedures are in place and followed.
- Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it.
- Analyse historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans.
- Report on and monitor agent productive hours delivery.
- Provide optimized schedules which meet the contracted SLA's and effectively communicate any potential risks.
- Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance.
- Effectively manage planned shrinkages to ensure that delivery against client expectation is met.

**Experience and requirements**:

- 3 years minimum experience in Workforce Management.
- Excellent skills in forecasting, scheduling and real-time time management a must.
- Strong organizational skills to ensure critical timelines are met.
- Accuracy and attention to details a must in this role.
- Strong presentation skills.
- Detail oriented with ability to deliver project deliverables with little supervision.
- Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized.
- Demonstrate analytical, organizational, problem solving and creative thinking skills.
- Flexible and willing to work in shift schedules and during weekends.
- Knowledge in Automatic Call Distribution Technology and experience with Forecasting.
- Knowledge & experience in working with scheduling software.
- Must be an advanced MS Office user.

**Characteristics**:

- Strong analytical skills.
- Empathy & good communication skills.
- Independent & solid problem solving skills.
- Comfortable with performance management & accountability.

**What we offer**:

- Vibrant and growing working environment.
- Open and no-nonsense culture.
- Independence and freedom to organise your work as you see fit.
- Great clients to work for.
- Above average compensation & benefits.

**Job Types**: Full-time, Permanent

**Salary**: R12,000.00 - R15,000.00 per month

Ability to commute/relocate:

- Paarden Eiland, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Workforce: 3 years (preferred)