Real Time Administrator

**Job Details**:

- Minimum experience Entry Level- Company primary industry Telecommunications- Job functional area OperationsThis individual will be responsible for real-time and intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of interactions at the desired service level.

**KEY ACCOUNTABILITIES**
- To coordinate, optimize and monitor appropriate staffing allocation and availability of contact center staff to achieve service level objectives.
- Maintaining the workforce management database - updating staff information on daily.
- Address and escalate adherence issues and contact center metric anomalies including but not limited to hold time, AHT, ACW, occupancy and utilization as per the departmental process.
- Monitor and adjust intraday forecasts in line with business drivers and actual interaction volume arrival patterns to determine required staffing levels per interval for the rest of that day.
- Plans and facilitates unplanned contingency exception management as deemed necessary and appropriate.
- Drive maximum utilization of additional time to limit operational wastage and to maximize returns, and cost-saving, i.e. are we working/dialing.
- Manage, update and process WFM logs and work items allocated from business, and resolve within TAT SL.
- Run and analyse reports, making recommendations for adjusting staffing levels to contribute to departmental productivity and profitability goals.
- Facilitates real-time discussions with necessary stakeholders and has regular feedback meetings with business.
- Contributes to root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to stakeholders to enhance forecast accuracy and effectiveness.
- Manages schedule change requests and schedule administration updates schedules and responds to escalated issues and ad-hoc requests.
- Providing root-cause analysis and feedback to the business about the reasons for a variance to forecast and escalates if no immediate answer is available. Respond to the urgent need to protect service level.
- Monitor, communicates and escalates out of line situations putting the business at risk of not achieving the adherence target for the respective business area.
- To continuously educate clients and stakeholders on WFM performance and knowledge.

**SPECIFIC SKILLS REQUIRED**
- Excellent verbal and written communication skills
- Confident, driven, and motivated
- Excellent interpersonal and analytical skills
- Planning and organizing; the ability to drive capacity plans through all levels of the business
- Stress tolerance and ability to work under pressure
- Good technical skills and solid understanding of call center technologies, call center management and all related calculations
- Working knowledge of various forecasting, scheduling, and RTA software
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
- Ability to work independently with mínimal supervision.

**TECHNICAL KNOWLEDGE**
- 2 years’ experience working with contact center methodologies and metrics with a good understanding of WFM principles, practices, and systems
- Proficient in Microsoft Office, including Advanced Excel and exceptional data handling skills (i.e., must be able to efficiently and effectively manage/manipulate data from multiple sources)
- Working knowledge of Automatic Call Distribution (ACD) technology and at least 2 years’ experience with forecasting, scheduling, and RTA software
- Must have worked with Avaya/CMS, IEX, Qstory, Verint, Q Contact
- Grade 12 (Standard 10) with University Entrance (NQF4).8

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