Real-time Analyst

**Position title**:Real-Time Analyst

**Department**:Hearing Hub (Lexie)

**Work Location**:180 Garsfontein Road, Ashlea Gardens, Pretoria

**Supervisor/Manager**:Hearing Hub: Product Owner

**Job purpose**:
Responsible for ensuring all performance measurement metrics are maintained across all the functions in the Hearing Hub (Contact Centre).

Ensuring that new initiatives are created and driven, and that regular check-ins and alignment sessions are had with underperforming agents.

Act as the final accountable party for operational performance and data.

Manage the staff capacity in the Hearing Hub based on current forecasts, historical data and current trends.

Actively managing and driving on-shift metrics (listening in on calls, making recommendations, guiding RMs and HEs on where they need to focus).

Assist with case logging, follow-up, escalation, and communication throughout the resolution process, internally (to stakeholders) and externally (to the customer).

Identify and present improvement initiatives, and drive the implementation of signed-off initiatives.

Supply timely reports and insights that assist operations with decision making.

**REQUIREMENTS**:
**Minimum education (essential)**:Matric

**Minimum education (desirable)**: Relevant Data or Call Centre Operations Certifications

**Minimum applicable experience (years)**:
3+ years in Call Centres

2+ years in a Call Centre Analyst Role (RTA)

**Required nature of experience**:

- Team performance reporting
- Data analysis
- Technical support
- Administration
- Working within a digital environment
**Skills and Knowledge **(essential)**:

- CRM system experience
- Telephonic sales experience
- Excellent English skills
- Excellent communication ability and oratorship
- Conflict management
- Salesforce experience
- Data interpretation and analysis experience
**Other**:

- Working hours 15:00 - 00:00: Monday to Friday
- **
Hearing Hub working hours are from EST time: 9am - 8pm**
**COMPETENCIES**:
**Essential Competencies**:

- Examining Information
- Adopting Practical Approaches
- Providing Insights
- Establishing Rapport
- Making Decisions
- Directing People
- Understanding People
- Taking Action
**Important Competencies**:

- Interpreting Data
- Interacting with People
- Convincing People
- Articulating Information
- Empowering Individuals
- Showing Composure
- Resolving Conflict
- Thinking Positively
- Meeting Timescales
- Checking Things
- Upholding Standards
- Seizing Opportunities
**KEY PERFORMANCE AREAS, WEIGHTS AND OBJECTIVES**:
**Real Time Monitoring (35%)**:

- Conduct real time monitoring of in-shift performance and identify any trends where performance is off-target.
- Review performance across staff complement and function, and recommend real time changes to improve performance.
- Conduct real time monitoring of staff capacity and develop risk mitigation plans based on insights gained.
- Escalate any technical and/ or systems constraints, issues, down-time to relevant managers in order to address and resolve.
- Provide continuous input on improvement of the hearing hub procedures and processes.
- Provide continuous input on improving the client experience and service.
- Liaise with relevant stakeholders on a frequent basis.
- Maintain team schedule and asset register.
- Monitor and report on incorrect use of internal systems to applicable managers on duty.
- Monitor and report on any action(s) that infringe on the HIPAA Privacy Requirements to applicable managers on duty.
- Monitor and manage peak times and operational capacity and allocate resources appropriately.
**Reporting (30%)**:

- Compile and interpret sales reports and data, and advise on (and implement) midcourse corrections.
- Compile client retention and satisfaction reports and advise on midcourse corrections.
- Setup and monitor management-approved key metrics and performance on each metric within a satisfactory range.
- Report on said metrics and performance to management satisfaction.
- Achieve ratings on above mentioned reports within a satisfactory range.
- Ensure continuous improvements on said metrics.
- Establish, improve and ensure active management of team’s KPI's with frequent and proactive feedback.
- Assist in the assignment of tasks, leads and priorities through the Salesforce CRM platform. (AB calls)
- Ensure the team meets sales targets and KPIs.
(Proactively) identify and escalate customers with overdue payments and attempt to collect said overdue payments in coordination with the administration and finance function in the hearing hub.
**Continuous Improvement (25%)**:

- Assist team to solve problems for end users.
- Maintain responsibility over the case logging function and identify means of improvement the quality of data, the process of adherence, the turnaround time on cases, and the overall function of the tool
- Handle escalated queries with discretion and efficiency.
Maintain a high ‘customer effort score’ and ‘customer satisfaction r