Key Performance Analyst

1 week ago


Randburg, Gauteng, South Africa iSON Xperiences Full time

Job Title: Key Performance Analyst - Real Time Insights

About the Role:

iSON Xperiences seeks a highly skilled Key Performance Analyst to join our team. As a Key Performance Analyst, you will be responsible for monitoring and analyzing contact center performance in real-time.

Main Responsibilities:

  • Manage multiple clients from our centralized command center, ensuring timely and accurate reporting on key metrics such as agent performance, call volume data, workforce utilization, and more.
  • Analyze trends like Offered Rate, AHT, Break Adherence, Shift Adherence, Login Compliance, and Real Time Shrinkage, providing relevant suggestions to the Planning team when required.
  • Raise alerts to Operations for basic hygienic issues and track different issues in real-time to provide insights to operations and impacts on performance.
  • Monitor schedule adherence to assist the management team in achieving target-driven adherence goals.
  • Publish real-time reports to stakeholders, ensuring timely and accurate information.

Requirements:

  • MATRIC certificate or equivalent qualification.
  • Excellent communication skills.
  • Proficiency in MS Office.
  • Advance Excel knowledge is an added benefit.
  • Knowledge, experience, and understanding of key contact center performance metrics such as service levels, delivery against target intervals, call monitoring, and schedule adherence.
  • Experience with workforce management products and contact center monitoring applications is an added benefit.
  • A minimum of 1 year of experience in similar roles.
  • Clear credit and criminal records.

Compensation Package:

We offer a competitive salary range of R550,000 - R700,000 per annum, depending on experience, plus additional benefits that reflect your hard work and dedication.



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