Real Time Administrator

3 weeks ago


Durban, South Africa Synergy Contact Centre Full time

Objectives of the role

Responsible for the management of resources to ensure the correct number of agents at the right time are logged in and accurately forecast volume of incoming calls at the desired service level Job

Job Responsibilities:

- Daily/Intraday/ weekly reporting and on the day request reporting
- Daily attendance and optimize break schedules
- Monitor SLA and manage OPA
- Monitor queues and provide detailed summary of impact to performance to both WFM and ops team
- Monitor and analyse key performance indicators and trends to reforecast
- Monitor number of agents on break (Scheduled vs actual)
- Monitor and analyse key performance indicators and trends to reforecast, reschedule and adjust staffing
- Work closely with the operations team to analyse and help improve their delivery process

Job Requirements:

- Matric
- Basic excel skills
- Excellent business analysis, communication and documentation skills
- Well versed in contact centre specific Workforce Management concepts and tools, specifically, Aspect workforce Management or equivalent experience
- Ability to deliver results in a fast paced and dynamic environment
- Ability to communicate effectively both orally and in writing with internal and external customers

*

**Job Type**: Permanent

**Salary**: R6,500.00 - R7,000.00 per month

Ability to commute/relocate:

- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Administrative office procedures, practices and equipment: 1 year (preferred)


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