RTA Data Analyst

Recruiter:

ABC Worldwide

Job Ref:

CPT001383/CB

Date posted:

Thursday, January 6, 2022

Location:

Capetown, South Africa

Salary:

R220k pa

JOB SUMMARY:
Advanced Excel
Data Analyst
WF Department - BPO Experience

JOB DESCRIPTION:

Description

Utilising Excel to analyse Workflow data to assist with efficiency within the Contact centre
Runs and analyses reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
Completes root-cause analysis to determine and quantify reasons for planned variance and recommends changes to enhance accuracy and effectiveness
Responds to escalated issues and ad-hoc requests
Exception management on WFM tool along with real time management of all queues.
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Qualifications/Education and other skills requirement -

Graduate
Call centre experience , RTA role Preferential
Basic understanding of workforce management/Shrinkage/Avaya/WFM tool concepts.
Ability to prioritize workload, meet deadlines and perform multiple tasks
Excellent communication skills
Good mathematical, Logical and analytical skills
Problem solving attitude and attention to detail.
Quick learner, positive attitude
Good excel skills

Desired Skills

Excellent/advanced excel skills
Exposure to WFM Tools

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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RTA Data Analyst

Description

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