Wfm Real Time Analyst

1 week ago

Durban, South Africa O'Dwyer Personnel Full time

**Duties & Responsibilities**:

- Generates schedules accordingly to meet the business requirements enabling superior customer service
- Monitors all dialer activities and leads while ensuring adherence to strategy
- Monitors the inbound queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Reports, communicate, tracks and logs all downtime/system issues and concerns to the right owners and keeps stakeholders updated with progress
- Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data
- Keeps abreast of best practices for Dialer and Inbound activities

**Essential Functions**:

- Regularly performs volume and performance analysis and proactively communicate possible impacts to business
- Supports management with all necessary reports and planning models to facilitate the process of decision making
- Monitors actual activities and compare it to plan and make recommendations for immediate changes
- Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
- Ensures that pre-planned activities are being scheduled in advance and communicated effectively
- Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
- Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
- Executes skill change and reallocation requests and initiatives
- Provides recommendations in case of understaffing/overstaffing
- Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
- Maintains confidentiality relative to the organizational strategies, objectives and practices

**Skills Required**:

- Excellent skills in scheduling and real-time time management a must
- Strong organizational skills to ensure critical timelines are met
- Accuracy and attention to details a must in this role
- Detail oriented with ability to deliver project deliverables with little supervision
- Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
- Demonstrate analytical, organizational, problem solving and creative thinking skills
- Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems

**Requirements**:

- Matric essential
- 2 years minimum experience in Workforce Management within a Leadership role within a BPO
- Dialer experience for outbound campaigns essential
- Ability to work shifts 2pm - 2am Monday - Friday

**Job Type**: Permanent

**Salary**: R16,500.00 - R19,000.00 per month

Ability to commute/relocate:

- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

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