Workforce Management Analyst

2 months ago


Cape Town, Western Cape, South Africa Telebest Full time

At Telebest, we are seeking a skilled Workforce Management Analyst to join our team. In this role, you will be responsible for the creation and management of schedules to ensure optimal delivery of customer experience. Your duties will include real-time monitoring and reporting of schedule deviations, coordination with outsourced sites, and work on real-time tickets related to schedule change requests.

Key Responsibilities:

  • Creation and management of schedules for different projects
  • Real-time monitoring and reporting of schedule deviations
  • Coordination with outsourced sites on SL management
  • Work on real-time tickets related to schedule change requests

Qualifications:

  • Previous experience in an international BPO environment
  • Direct experience as a workforce management RTA for at least 2 years
  • Proven expertise knowledge with Aspect and/or IEX
  • Strong interpersonal and communication skills


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