Real Time Administrator

1 week ago

Cape Town, South Africa NTT Ltd Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

Compiles staffing level requirement forecasting and workplace scheduling in call-center environments.

Prepares reports to determine call volume, calling patterns, service trends, and staff productivity.

Tracks vacation schedules, shift change requests and monitors new-hire, holiday, and seasonal shift needs.

Updates and maintains scheduling database with current information.

**Working at NTT**

**1. Adherence Monitoring**
- Checks weekly staff coverage and reports staffing shortfalls to operations
- Flags schedule inefficiencies and makes recommendations to Workforce Management.
- Monitors daily absenteeism.
- Monitors non-adherence and communicates out-of-line situations
- Identifies issues that may impact the site’s ability to meet service levels
- Reviews adherence across skill sets and recommends real time changes that will improve site performance

2. Reporting and administration
- Accurately captures exceptions and real time reporting
- Produces accurate daily, weekly and monthly call centre performance reports to various levels of management covering all areas of the business
- Maintain accuracy of shared folders
- Produces daily and weekly Absenteeism Reports
- Adjusts real-time schedule to accommodate extra-time as governed by scheduling process

**What will make you a good fit for the role?**

**Knowledge**:

- Matric or equivalent
- 2 years Agent experience
- Knowledge of Avaya / Genesys or similar tool
- MS Excel - intermediate

**Skills**:

- Attention to detail
- Oral and written communication
- Customer service orientation
- Technical Expertise

**A career at NTT means**:

- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
- ** Making a difference -** by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
- Being **your best self -** in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
- Having ongoing opportunities to **own and develop your career -** with a personal and professional development plan and access to the broadest learning offerings in the industry.

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