Intraday Performance Specialist

4 days ago


Durban, KwaZulu-Natal, South Africa Careerbox Full time
Key Responsibilities

The Intraday Performance Specialist will be responsible for analysing and reviewing intraday performance, understanding and reporting on call drivers, and working closely with the operational team to understand reasons for customer contact.

This role requires strong analytical skills, as well as the ability to communicate complex information effectively to stakeholders.

You will work closely with the Operational management to ensure that the real-time management of the agent groups is at an acceptable level, and maintain and update the WFM system with daily exceptions.

Additionally, you will be responsible for ensuring that all service affecting incidents are documented and reported, and deal efficiently and accurately with internal client queries.

We are looking for someone who can work under intense pressure, has a proactive approach to problem-solving, and is able to think creatively.



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