Real Time Administrator

Recruiter:

Call Centre Staffing

Job Ref:

CPT001514/FK

Date posted:

Monday, February 21, 2022

Location:

Capetown, South Africa

Salary:

16000 Monthly

JOB SUMMARY:
Our client is looking for RTAs for their contact centre in the Telecoms sector. The RTAs will be responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer forecasted volume of contacts at the desired service level.

JOB DESCRIPTION:

Primary Responsibilities
· Real time queue monitoring and utilisation of scheduled resources.
· Manage efficiencies and performance metrics.
· Monitor deviation in forecasted service levels to actual real time & recommend /take necessary steps to reduce the gap.
· Report on scheduled vs delivered hours
Functional Skills and Competencies:
Overall Understanding of Workforce Management
Understands and know the purpose of the role and how it links to the other roles
Good knowledge of MS Office
Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence
Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Service Levels
Experience:
Minimum +1 years of work experience in Contact Centre Industry as RTA

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

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