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Real Time Operations Specialist

2 weeks ago

Durban, KwaZulu-Natal, South Africa Customer Experience People SA Ltd Full time

Job Responsibilities: Our ideal candidate will be responsible for ensuring that work schedules are adhered to and that performance KPIs and NET FTE requirements are met through real-time and intraday management of resources.

  • Monitor and manage contact centre demand across all campaigns daily, balancing activities/staffing to ensure that service levels are being met.

  • Analyse and review intraday performance, complete root cause analysis to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.

  • Work with the operational team to understand reasons for customer contact and provide feedback to relevant stakeholders on the impact to service levels.

  • Highlight any non-compliance to relevant stakeholders and assist in the co-ordination of any on-the-day offline requirements.

  • Monitor the real-time adherence of all advisors on all sites in line with schedules and work with operational management to ensure that the real-time management of advisor groups is at an acceptable level.

  • Complete all hourly and daily reports as set out by the Line Managers with accuracy and maintain and update the WFM system with daily exceptions and attendance.