RTA - Analyst

Found in: Talent ZA C2 - 3 weeks ago

Cape Town, South Africa Telebest Full time

Responsibilities

  • Creation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experience
  • Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence
  • Coordinate with outsourced sites on SL management and keep the WFM team updated
  • Work on real-time tickets related to schedule change requests, non-production requests, and associate GACD profile change needs
  • Ensure that scheduling parameters are in line with business requirements, statutory obligations, and individual schedule requirements
  • Prepare and communicate daily hand-off reports to WFM leadership team on SL performance
  • Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, initiate appropriate tactics to ensure service levels achievement
  • Serve as the primary interface between WFM and Operations leadership to establish and strengthen a positive partnership

Qualifications

  • Previous experience in an international BPO environment, with the ability to coordinate multiple projects’ data simultaneously
  • Direct experience as a workforce management RTA for min. 2 years is mandatory
  • "Can do" attitude and ability to deliver results in a fast pace environment, with minimum supervision
  • Proven expertise knowledge with Aspect and/or IEX
  • Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse, multicultural environment
  • Ability to adapt to change and maintain composure in critical situations, communicate clearly with both internal and external stakeholders
  • A high degree to analyze data, using the data to drive decision-making and implement effective resolutions
  • Qualifications in statistics, mathematics, computer science, or another quantitative field are an advantage
  • Advanced Excel skills, demonstrable experience building RTA tools or models in Excel or other platforms

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