Business Operations Analyst

5 days ago


Durban, KwaZulu-Natal, South Africa Careerbox Full time
Job Overview

This role supports the Operations team in delivering to internal and external staffing plans with our Clients.

Duties & Responsibilities
  • Monitor contact centre demand across all campaigns daily.
  • Balance activities/staffing to meet service levels.
  • Analyse and review intraday performance.
  • Understand and report on call drivers, working closely with the operational team.
  • Highlight non-compliance to relevant stakeholders.
  • Invoke agreed plans to utilise capacity and maximise productivity.
  • Assist in co-ordination of on-the-day offline requirements.
  • Monitor real-time adherence of agents on all sites.
  • Work with Operational management to ensure agent group real-time management is acceptable.
  • Complete daily/weekly/monthly reports as set by Line Managers.
  • Maintain/update WFM system with daily exceptions.
  • Document/report service affecting incidents.
  • Deal efficiently with internal client queries.
  • Complete delegated tasks to time/standard.
  • Assist in achieving commercial targets through real-time monitoring/schedule amendments.
Required Skills and Qualifications
  • Planning and organisational skills.
  • Strong adaptable communication skills.
  • Effectiveness and attention to detail.
  • Analytical skills.
  • Business analysis.
  • Logical thinking.
  • Stakeholder relations.
  • Relationship management.
  • Adaptability/resilience under intense pressure.
  • Initiative/proactive.
  • Creative thinker.
  • 3-6 months experience in a Call Centre of a large operation (ideally analyst type role).
  • Grade 12 or equivalent NQF4 level qualification – English and Maths essential.
  • Tertiary education in accountancy/statistics or IT ideal.
  • Knowledge of general customer management IT/telephony systems ideal.
  • MS Excel/PowerPoint skills ideal.

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