Real Time Manager

2 days ago

Johannesburg, South Africa Webhelp Full time

**Job Advert**
If you have a critical eye for detail and have stellar organization skills, then you could fit right in as a Real Time Analyst in our vibrant Parktown office.

You’ll be joining our fun-loving global community of more than 95,000 passionate people who work across 190 locations in over 50 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

We’re looking for someone who appreciates structure and can create functional order before things become chaos You’ll need to work systematically, think analytically and act swiftly to ensure efficiency.

You will be responsible for ensuring the contact centre is operating consistently in line with operational procedures and achieving client targets so you’ll need to be quick on your feet to problem solve and find solutions.

**What you’ll be doing**:

- Co-ordinating appropriate staffing allocation and availability of call centre staff in order to achieve service level objectives
- Monitoring sites to ensure optimal staffing levels
- Adjusting intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
- Administering volume contingency action plans as deemed necessary and appropriate
- Running and analysing reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
- Facilitating real-time discussions with necessary stakeholders
- Completing root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
- Ensuring that all reports originating from the department are accurate and reliable
- Helping with the integration and implementation of new call centre technologies
- Assuming and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
**What you’ll need**:

- Matric
- Minimum of 3 year of WFM experience in a multi-channel contact centre environment
- Excellent communication skills
- Proficiency in MS Office
- 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
- Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software (Desirable)
- Clear credit and criminal records

Each Webhelper brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients.

We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers

Job Reference: SA01396

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