Real Time Analyst

3 days ago

Durban, South Africa Webhelp Full time

**Job Advert**
If you have a critical eye for detail and have stellar organization skills, then you could be the talent Webhelp is looking for, to fill the role of Real Time Analyst in our vibrant Durban office where you'll be working on an innovative international campaign.

You’ll be joining our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

We’re looking for someone who appreciates structure and can create functional order before things become chaos You’ll need to work systematically, think analytically and act swiftly to ensure efficiency.

You will be responsible for ensuring the contact centre is operating consistently in line with operational procedures and achieving client targets so you’ll need to be quick on your feet to problem solve and find solutions.

**What you’ll be doing**
- Analysing trends such as call volume, average handle time and attendance to understand and plan for potential over staffing/under staffing
- Monitoring and tracking access issues across all levels and all required systems
- Tracking and logging network issues to provide insights to operations and impacts on performance
- Monitoring schedule adherence to assist the management team in achieving target driven adherence goals
- Retrieving all messages recorded on the attendance line
- Monitoring workforce management as required

**What you’ll need**
- Matric
- Excellent communication skills
- Proficiency in MS Office
- Excel skills (Advantageous)
- Knowledge, experience and understanding of key contact centre performance metrics such as service levels, delivery against target intervals, call monitoring as well as schedule adherence
- Clear credit and criminal records

Please note that the appointment will be made in line with the in line with the company’s EE plan.

Each Webhelper brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients.

We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers today.

Job Reference: SA02453

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