Real Time Administrator

2 weeks ago


Sandton, South Africa MyCalling Full time

**Real Time Administrator **- (Call Centre - Shifted Schedules)**

**Are you ready to take the next step in your career?**

This position is responsible for monitoring schedule adherence by operations, identifying schedule inefficiencies and flagging operational service level risks.

**What would make you a good fit for this role?**

Must be willing and able to work in a shifted environment

**Requirements**:
Matric or equivalent

2 years Agent experience

Knowledge of Avaya / Genesys or similar tool

MS Excel - intermediate

**What you'll be doing**

**Adherence Monitoring**
- Checks weekly staff coverage and reports staffing shortfalls to operations
- Flags schedule inefficiencies and makes recommendations to Workforce Management.
- Monitors daily absenteeism.
- Monitors non-adherence and communicates out-of-line situations
- Identifies issues that may impact the site’s ability to meet service levels
- Reviews adherence across skill sets and recommends real time changes that will improve site performance

**Reporting and administration**
- Accurately captures exceptions and real time reporting
- Produces accurate daily, weekly and monthly call centre performance reports to various levels of management covering all areas of the business
- Maintain accuracy of shared folders
- Produces daily and weekly Absenteeism Reports
- Adjusts real-time schedule to accommodate extra-time as governed by scheduling process



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