Real Time Analyst

2 weeks ago

Northern Suburbs, South Africa Tenacity Financial Services Full time

The purpose of this role is to monitor the intra-day activities in Operations and advise appropriate steps to address variations to the planned forecast and schedule to ensure that service levels are maintained. To also deliver variance reporting to stakeholders, to enable them to make timely and informed decisions.

**Daily scheduling and real time management**
- Ensure all scheduled agents breaks, lunches and teams published per agreed times.
- Effective real time management through AHT alerts, Deviation alerts, etc.
- Effect real time adjustments of all off line activities (breaks, lunches, teas, toilet breaks, training etc.) and effectively communicate with Operations to ensure daily service level targets are met.
- Track any changes, anomalies or incidents that influence service levels
- Build and maintain strong relationships with key stakeholders to ensure shared objectives are met
- Provide assistance to the Workforce Planner and Manager

**Reporting**
- Compile and review various reports and continuously maintain the integrity and accuracy of data

**Administration of WFM processes**
- Assist to identify process improvement opportunities
- Conformance to Basic Conditions of Employment Act (BCEA) in respect of schedules and breaks

**Administration of WFM processes**
- Assist to identify process improvement opportunities
- Conformance to Basic Conditions of Employment Act (BCEA) in respect of schedules and breaks

**Projects / Initiatives**
- Actively participate in Departmental / Company Projects and initiatives as directed
- Identify process improvement opportunities through constant analysis and reporting of call centre metrics

**Qualification**
- Grade 12
- Degree/ National Diploma or tertiary qualification in relevant field/discipline (advantageous)

**Experience**
- Minimum 1-2 year’s previous experience in a Workforce real time analyst related role
- Minimum 2 years’ experience in Contact Centre environment
- Knowledge of workforce management tools
- Knowledge of forecasting and schedule creation
- Knowledge of real time adherence and decision making
- Knowledge of Performance Analysis/Metrics

**Functional Knowledge and Skills**
- Computer literate (MS Office)
- Written & verbal communication skills
- Problem solving skills
- Reporting and analytical skills
- Team player
- Excellent interpersonal skills
- Ability to communicate at all levels
- Presentation skills

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