Real Time Analyst

3 months ago


Northern Suburbs, South Africa Flash Full time

Actively managing and driving on-shift metrics recommendations, guiding DMs and TLs on where they need to focus
- Assist with issue logging, follow-up, escalation, and communication throughout the resolution process, internally and externally stakeholders
- Identify and present improvement initiatives and drive the implementation of signed-off initiatives.
- Supply timely reports and insights that assist operations with decision making.

**Real Time Monitoring**
- Conduct real time monitoring of in-shift performance and identify any trends where performance is off-target.
- Review performance across staff complement and function, and recommend real time changes to improve performance.
- Conduct real time monitoring of staff capacity and develop risk mitigation plans based on insights gained.
- Escalate any technical and/ or systems constraints, issues, down-time to relevant managers in order to address and resolve.
- Provide continuous input on improvement of procedures and processes.
- Provide continuous input on improving the client experience and service.
- Maintain team schedule and asset register.
- Monitor and report on incorrect use of internal systems to applicable managers on duty.
- Monitor and manage peak times and operational capacity and allocate resources appropriately.

**Reporting**
- Compile and interpret reports and data, and advise on (and implement) midcourse corrections.
- Compile client retention and satisfaction reports and advise on midcourse corrections.
- Setup and monitor management-approved key metrics and performance on each metric within a satisfactory range.
- Report on said metrics and performance to management satisfaction.
- Achieve ratings on above mentioned reports within a satisfactory range.
- Ensure continuous improvements on said metrics.

**Continuous Improvement**
- Assist team to solve problems for end users.
- Maintain responsibility over the issue logging function and identify means of improvement the quality of data, the process of adherence and the turnaround time on issues
- Actively search for feedback from existing and historic consumers on ways to improve our product, service, and means of engagement.(CSAT)
- Identify ‘best practice’ processes and methodologies relating to functions in the call centre, and attempt to implement said ‘best practice’ solutions.

**Communication Management**
- Ensure client interaction logs are kept up to date on Salesforce.

**Quality Management and Data Security**
- Ensure that absolute customer confidentiality and protection of personal information is maintained.
- Matric
- Relevant Data or Call Centre Operations Certifications (desirable)
- 3+ years in Call Centre’s
- 2+ years in a Call Centre Analyst Role (RTA)
- Team performance reporting
- Administration

**Technical Skills**:

- Data analysis
- Technical support
- Working within a digital environment
- CRM system experience
- Data interpretation and analysis experience

**Behavioural Skills**:

- Voice and Non-voice experience
- Excellent English skills
- Excellent communication
- Conflict management
- Examining Information
- Adopting Practical Approaches
- Providing Insights
- Establishing Rapport
- Making Decisions
- Directing People
- Taking Action

**Important Compentencies**:

- Interacting with People
- Interpreting Data
- Convincing People
- Articulating Information
- Empowering Individuals
- Showing Composure
- Resolving Conflict
- Thinking Positively
- Meeting Timescales
- Upholding Standards

LI-AR1


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