Real Time Administrator

2 weeks ago


Umhlanga Rocks, South Africa Synergy Contact Centre Full time

Daily/ 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 analyze key performance indicators and trends to reforecast
- Monitor number of agents on break (Scheduled vs actual)
- Ensure staff is logged in on time at start of shift and logs out correctly at EOD
- Monitor and analyze key performance indicators and trends to reforecast, reschedule and adjust staffing
- Must be able to proactively send out alerts for out-of-adherence states
- Work closely with the operations team to analyze and help improve their delivery process
**Job Requirements**:

- Matric
- Must have at least 1 year experience as a Real Time Administrator.
- Minimum tenure of 6 months
- Clear disciplinary/warning history
- 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 communicate effectively both orally and in writing with internal and external customers
- Basic knowledge of PCs and related software such as Excel and Word
- Demonstrates organizational skills & the ability to handle confidential material

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

**Salary**: R5,000.00 - R6,500.00 per month

**Experience**:

- Real Time Anaylst: 1 year (required)
Work Remotely:

- No



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