Real Time Analyst

1 month ago

Mount Edgecombe, South Africa BlakeCentrevo Full time

REAL TIME ANALYST

**Purpose of the Job**:

- Proactively support Workforce Optimisation Manager (WOM) and Operations management in ensuring that scheduled resources for Telco campaign are fully tracked against plan and that resources in seat are productive in line with schedule. Identifying any variance to plan in real time and where possible ahead of any variance potentially occurring by alerting management to issue and where possible implementing solutions.
- Through proactive intervention and effective communication ensure any emerging trends that may impact achievement of SLA’s are identified, problem solved and resolved
- Further support WOM in all aspects of resource forecasting, planning, scheduling and optimisation across a broad range of differing scale inbound and outbound campaigns to ensure Campaign contractual requirements are consistently met and Centrevo costs minimized. Reporting on variances and alerting Management to any emerging trends

**Minimum Qualifications and Experience**:

- 2 years’ Workforce Realtime Analyst experience in a complex 7 day Campaign - Experience of utilising Work Force Management software tools - Experience of tracking adherence to schedules, analysing data to provide insight into patterns / trends etc. - Confident in optimisation of planned shrinkage in real-time in line with fluctuating intra-day demand patterns

**Profile**:
This will suit an experienced and successful RTA who is looking to be accountable for delivering high quality services to the business to ensure key contractual SLA’s are consistently achieved. They will be highly competent, proactive and self-motivated who will be seeking to further develop their career to learn more about the broader workforce optimisation agenda. Must have BPO experience, be a team player and used to working across virtual teams. Will have the ability to understand the ‘bigger picture’ whilst also being able to operate in the detail in real time

**Working Hours**:
Ability to Commute:

- Mount Edgecombe, KwaZulu-Natal (required)

Ability to Relocate:

- Mount Edgecombe, KwaZulu-Natal: Relocate before starting work (required)

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