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Data Analyst

2 months ago

Cape Town, Western Cape, South Africa ABC Worldwide Full time
{"Job Title": "RTA / Data Analyst - International BPO", "Job Description": "Key Responsibilities
  • Utilize Excel to analyze workflow data to enhance efficiency within the contact centre.
  • Run and analyze reports to inform recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Conduct root-cause analysis to identify and quantify reasons for planned variance and suggest changes to improve accuracy and effectiveness.
  • Respond to escalated issues and ad-hoc requests.
  • Manage exception handling on the WFM tool and oversee real-time management of all queues.
Requirements
  • Graduate degree
  • Call centre experience, preferably in an RTA role
  • Basic understanding of workforce management, shrinkage, Avaya, and WFM tool concepts
  • Ability to prioritize workload, meet deadlines, and perform multiple tasks
  • Excellent communication skills
  • Good mathematical, logical, and analytical skills
  • Problem-solving attitude and attention to detail
  • Quick learner, positive attitude
  • Good Excel skills
Desired Skills
  • Advanced Excel skills
  • Experience with WFM tools
", "Company": "ABC Worldwide", "Language": "en-US"}