Real Time Administrator

3 days ago

Johannesburg, South Africa NTT Ltd Full time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

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

This position is responsible for monitoring schedule adherence by operations, identifying

schedule inefficiencies and flagging operational service level risks.

**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 (L2)
- Customer service orientation (L2)
- Technical Expertise (L2

**Equal opportunity employer**

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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