Real Time Analyst

Who are we?
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper. What will you do?
Santam Client Solutions, Direct (Personal Lines) has a position available for a Real Time Analyst (RTA) who will be based within Bellville.

Key Responsibilities
Workforce management plays the most critical role in ensuring that the business is geared to service clients, complementary to the Company strategy. A real time analyst plays a critical role in monitoring and managing service levels in Contact Centres, real time. The successful incumbent will monitor and report on schedule adherence, impact on performance and assist with the implementation of schedule revisions, provide resource requirements and supports operational and financial planning for the operational teams they support (Client Engagement and Sales).

**Duties and responsibilities include but not limited to**:

- Monitor and identify variances in core business key performance indicators and forecasts, real time
- Monitor schedule adherence and identify non-adherence
- Highlight deviations to relevant role players to ensure compliance
- Validate deviations before updating the relevant systems
- Administer exception codes for schedules
- Generate the necessary analysis and compliance reports
- Escalate system problems/issues when and if necessary as per the procedure
- Monitor, analyse and re-forecast short term call/workload requirements to optimize schedules, real time
- Oversee and facilitate all planned off-phone time to optimize operational performance whilst ensuring all necessary activities are executed as per normal
- Liaise with key role players to produce accurate and timely resource plans including any opportunities to share workloads between teams and business areas
- Actively take part in managing workload within team to achieve all agreed SLAs and targets

Capability Indicators
- Monitor service level, volume, handling-time, shrinkage, occupancy and productivity
- Stable service levels, higher agent productivity, lower unplanned shrinkage levels
- Increased Advisor, Consultant and First Line Manager compliance vis-à-vis standard operating procedures
- Valid, up-to-date and correct MIS
- Valid, up-to-date and correct MIS as a basis for further analysis of shrinkage
- Valid, up-to-date and correct MIS and appropriate analysis, commentary and presentations
- Reduced system downtime and fewer system configuration errors

What will make you successful in this role?
- Matric
- Insurance related qualifications (advantageous)
- Bachelor’s degree in Business Administration and/or Computer Science, with focus on quantitative techniques (advantageous)
- Specialized software training on a workforce management solution(s)
- Aspect experience will be advantageous
- 2 years’ experience in workforce management in respect of scheduling, skillset assignment, basic resource planning and reporting

Experience
- 2 - 3 years contact centre experience, with solid knowledge of call patterns, AHT, adherence etc.
- Experience within a WFM environment (advantageous)
- Good understanding of contact centre processes and SLA’s
- Excellent computer proficiency, particularly intermediate/advanced Excel
- Report-writing experience an advantage

Knowledge and Skills Resources scheduling Call Centre workflow management Call Centre forecasting Tracking and reporting Policies and procedures Personal Attributes Decision quality - Contributing independently Resourcefulness - Contributing independently Optimises work processes - Contributing independently Builds effective teams - Contributing independently Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. Core Competencies Cultivates innovation - Contributing independently Customer focus - Contributing independently Drives results - Contributing independently Being resilient - Contributing independently Collaborates - Contributing independently Turnaround time
The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.