Real Time Analyst

 

Recruiter:

Select One

Job Ref:

JHB000148/RN

Date posted:

Monday, May 24, 2021

Location:

Johannesburg, South Africa

Salary:

Market Related


SUMMARY:
A global leader in contact centre solutions that maintains meticulously high standards for customer care is looking for a meticulous Customer Service Real Time Analyst to join their world-class team.

POSITION INFO:

The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

The ideal candidate will possess experience in workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact centre environments. The Real Time Analyst will experience a wide range of problem-solving situations that require immediate real time intervention, well as short term scheduling management and planning.

Main Responsibilities:

  • Ensure real-time performance (Calls, Handling Time, and Staffing) on an interval basis throughout the day and provide recommendations to achieve departmental goals
  • Manage & monitor available ‘day’ resources (agent availability to handle calls/emails/chats/cases) to ensure adequately deployed & multi-skilling effectively optimized
  • Monitor, record, and escalate real-time schedule adherence impacts, including tardiness, absenteeism, and other schedule deviations.
  • Work closely with the operations team and Headquarters to analyse and help improve their delivery processes
  • Generate ideas for process and service improvement planning
  • Produce daily, biweekly and monthly internal reports
  • Assist with projects and other duties as requested or assigned

Skills and Experience:

  • 1 to 2 years in call centre operations and/or workforce management
  • Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
  • Experience with IEX, CMS, Avaya, InContact, Amazon Connect
  • Ability to create reports in Excel and forecast results
  • Attention to detail and high level of accuracy
  • Ability to multi-task, focus and complete reports for extended periods of time
  • Previous Work Force Management experience is considered an asset
  • Ability to take initiative
  • Flexible team player with a positive attitude
  • Must have good time management with the ability to work with minimal supervision and under tight timelines
  • Capable of managing multiple, simultaneous projects


 

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