Monitor Workforce Connectzone

Empowering Africa’s tomorrow, together one story at a time.
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job Summary

To ensure the efficient and effective utilization of workforce resources in a dynamic and real-time environment. This involves overseeing and optimizing the operational aspects of a contact centre or other customer engagement channels with a focus on real-time monitoring, scheduling, and strategic decision-making to ensure effective business outcomes whilst staff are optimally utilized.

Job Description

Key accountabilities

Accountability: Real-time and intraday monitoring and analyses- Utilize statistical techniques to identify, collect, and analyse data, presenting insights through easily comprehensible graphs, charts, tables, and reports to empower decision-makers with the information needed for crucial decisions based on various facts and trends.- Monitor, analyse, and provide insights to support solutioning for Contact Centres or other customer channels, ensuring optimal staffing levels at all times.- Interpret and analyse real-time workload data at a granular level, considering external factors, and support the coordination of appropriate staffing allocation for achieving sales and customer experience objectives.- Adjust intraday forecasts based on business drivers, including real-time call volumes and duration, and analyse reports to make staffing level recommendations for productivity, profitability, and customer experience goals.- Facilitate real-time discussions with stakeholders, gaining management approval for action plans and collaborating with the Workforce Planner to optimize colleague skills matrix and accurately map call types to available skills.- Administer volume contingency action plans, when necessary, map employee typologies to demand, and conduct root-cause analysis to enhance forecast accuracy.- Manage daily resourcing/staffing exceptions, update schedules, respond to escalated issues, and ensure accuracy and reliability in all reports.- Support the integration and implementation of new Contact Centre technologies, identify opportunities for process improvement, and proactively propose changes for enhanced operational effectiveness.

Accountability: Stakeholder and Workflow Management- Perform pre-set and daily workforce plans and schedules, and immediately accommodate intraday adjustments.- Plan, organize and complete tasks and activities in alignment with performance objectives.- Define, prioritise, and maintain workflow plans.- Coordinate work predominantly with electronic information and communication technologies to accomplish tasks.- Record and report on transactional activities to provide timely and accurate information.- Ensure up to date knowledge of practice and multiskilling opportunities.- Provide continuous improvement ideas with team members and managers and follow up on the implementation of accepted ideas.

Accountability: Risk and governance- Adhere to all risk and governance policies, standards and procedures and escalate- Comply with Risk and Control activities and adherences.- Accept accountability for system access granted in line with all Fraud Risk Management Policies.

Education

Bachelor's Degree: Economics, Bachelor's Degree: Physical, Mathematical, Computer and Life Sciences
- Absa Bank Limited reserves the right not to make an appointment to the post as advertised_