Workforce Management Real Time Analyst
2 weeks ago
Company Description
People, passion and purpose
- those are our core values at P3, a company located at the V & A Waterfront. We are seeking experienced team managers for our Outbound Call Centre with a passion for sales. This is a unique and exciting opportunity in a rapidly growing organization. So if you are an ambitious and passionate individual with real-time/workforace management experience
JOB PURPOSE
Responsible for real time and/or intraday management of 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. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.
KEY RESPONSIBILITY AREAS
1. Accurate Attendance/Absence updating on WFM systems
2. Monitor contact centre to ensure optimal staffing levels.
3. Intraday reporting
4. Flagging all/any deviations to schedules
5. Facilitate real time discussion with relevant stakeholders.
6. Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
7. Ensures that all reports originating from the department are accurate, relevant and reliable.
8. On the day schedule optimization in order to meet desired service levels, and providing feedback to relevant stakeholders of potential impact to service levels, along with suggestions.
9. Trend analysis on all measures which impact the overall performance of the business unit.
10. Regular planned huddles with Operations highlighting key focus areas.
11. Accurately tracking all/any movement of headcount. (attrition, new recruits)
12. Ensuring that all headcount databases are accurate and aligned.
13. Real Time shrinkage/adherence management
**Qualifications**:
QUALIFICATIONS REQUIRED
Matric / Grade 12 or international equivalent
ndustry relevant training courses, including WFM processes, terminology and tools
Preferred
A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education
EXPERIENCE REQUIRED
Min 2 year’s experience in a WFM team.
Min 2 year’s experience in trend analysis
Experience with Aspect.
Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software.
Advanced MS Office
Additional Information
JOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIRE
Engagement
Communication skills
Problem Solving
Planning & Organizing
Risk Management
Incident Management
Data Analysis
Stakeholder Management
Client Communication
Report writing
Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
Attention to detail
OTHER SPECIFIC REQUIREMENTS
Day shifts and some Saturday working
**Job Types**: Full-time, Permanent
**Salary**: R7 000,00 - R15 000,00 per month
**Experience**:
- Real time/workforce management: 1 year (required)
Ability to Relocate:
- Cape Town, Western Cape: Relocate before starting work (required)
Expected Start Date: 2024/03/30
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