(15h Left) VODACOM RTA-REAL TIME ANALYST

3 weeks ago


Randburg, South Africa Jobted ZA C2 Full time

Position Title: Real Time AnalystPosition Summary:The Real Time Analyst is responsible for the monitoring, analyzing and reporting of contact center performance in real-time. The role requires timely and accurate reporting on a wide range of metrics including agent performance, call volume data, workforce utilization and other key metrics. Key Deliverables: ✓ Real time management of multiple clients from the centralized command center ✓ Analysing trends like Offered Rate; AHT; Break Adherence; Shift Adherence; Login Compliance; Real Time Shrinkage etc. Relevant suggestions to be shared with Planning team wherever required ✓ Raising relevant alerts to Operations for basic hygienic issues ✓ Tracking and logging different issues on real time to provide insights to operations and impacts on performance ✓ Monitoring schedule adherence to assist the management team in achieving target driven adherence goals ✓ Managing publishing real time reports to the stakeholdersSkills and Experience✓ Matric ✓ Excellent communication skills ✓ Proficiency in MS Office ✓ Advance Excel knowledge (Added benefit) ✓ Knowledge, experience and understanding of key contact centre performance metrics such as service levels, delivery against target intervals, call monitoring as well as schedule adherence ✓ Experience with workforce management products and contact centre monitoring applications (Added benefit) ✓ A minimum of 1 year experience on similar roles ✓ Clear credit and criminal records



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