Workforce Anyalyst

Found in: Talent ZA C2 - 2 weeks ago

Cape Town, South Africa ABC Worldwide Full time
Basic Functions
  • Monitors the queue real-time and analyzing data across different measures such as service levels or staffing interval requirements to implement Rules of engagement.
  • Generates schedules accordingly to meet the business requirements enabling superior customer service
  • Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
  • Report and track all system issues and outages
  • Responsible for skilling audits for phone and chat representatives.
  • Prepares and publishes the Intraday, end of day and other relevant reports while ensuring accuracy and timeliness of data
  • Create reporting dashboard for business units.
  • Attend touchpoint meetings to provided previous day performance overview.

Essential Functions
  • Regularly performs volume and performance analysis and proactively communicate possible impacts to business
  • Supports management with all necessary reports and planning models to facilitate the process of decision making
  • Monitors actual activities and compare it to plan and make recommendations for immediate changes
  • Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
  • Ensures that pre-planned activities are being scheduled in advance and communicated effectively
  • Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
  • Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
  • Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
  • Executes skill change and reallocation requests and initiatives
  • Provides recommendations in case of understaffing/overstaffing
  • Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
  • Maintains confidentiality relative to the organizational strategies, objectives and practices


Organizational Relationships

Reports To : Assistant Manager Supervises : NA Skills Technical Skills
  • Genesys / Genesys Cloud
  • CMS Avaya Supervisor
  • Very proficient with Microsoft Excel
Requirements
  • Candidate must possess at least a Bachelor’s/College Degree
  • 1 year minimum experience in Workforce Management with knowledge of WFM tool like Genesys Cloud and/or CMS Avaya Supervisor
  • Excellent skills in real-time time management is a must
  • Strong organizational skills to ensure critical timelines are met
  • Accuracy and attention to details is a must in this role
  • Detail oriented with ability to deliver project deliverables with little supervision
  • Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
  • Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
  • Demonstrate analytical, organizational, problem solving and creative thinking skills
  • Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
  • Flexible and willing to work in shift schedules