Real Time Analyst

 

Recruiter:

Select One

Job Ref:

JHB000148/OC

Date posted:

Tuesday, June 22, 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

The next step is to enter the application process by completing the role match questionnaire. This online questionnaire is designed to identify if you are a good match for the role and the company and also help predict a new hire''s on-the-job performance and retainability. You will be required to use the link below:

 

Creating your profile:

  • Registration and authentication:
  • Please navigate to https://ai.pivotaltalent.co.za/Select?CID=2084D (we recommend using Chrome)
  • Select ‘New registration’
  • Complete registration information. Your email and password can be used to log in and continue building your profile, if you do not complete it in one session. Remember to accept the terms and conditions. 
  • Select ‘Register a new account’

 

A few general guidelines for completing the assessment:

  • Follow the registration page and register as a new user.
  • There are no right/wrong answers. Do not see this as a test, just a way of assessing how you see things and approach problems. 
  • Read the instruction pages carefully, there are timed questions, if you go past them you cannot go back. You only have one chance to complete the assessment.
  • The 1st section is the most challenging and is also timed, take notes right from the start! Do not let this section discourage you.
  • Please find the time to put aside 45 min to complete the assessment (without any distractions).

 Please note that selecting ‘next’ on the assessment saves the current progress.

Please ensure that you do this before logging out. (It is recommended not to log out during a section that is timed, as indicated by a counter at the top of the page).

 If you have any issues while completing the assessment, please send an email to --------Please upload your CV here--------> with a screenshot of your error message; in this way we can give your support requirements the attention it needs.



 

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



 

 

 

Similar jobs you might be interested in:

PowerBI Data Analyst
Location: Johannesburg
Salary: 30000 Monthly
Ready to take your IT career to the next level? A top-tier fast growing manufacturing company in Alberton is on the hunt for a PowerBI Data analyst who is ready to dive into real-time problem solving and data-driven innovation!
2 days ago


Intermediate Developer/Support Analyst
Location: Johannesburg
Salary:
Job Purpose:In this role, you will troubleshoot issues, write clean and efficient code, collaborate with cross-functional teams, and contribute to new feature development. If you have solid technical skills, enjoy solving challenges, and want to grow in a dynamic environment, this is the perfect opportunity
26 days ago


Financial Controller
Location: Midrand
Salary: 420000 Annually
Not a Stepping Stone. A Career Home: Financial Controller Wanted
26 days ago


Java Developer
Location: Johannesburg
Salary: 1 080 000 Annually
Calling all Java maestros — if you speak fluent Java, dream in microservices, and live for cloud-powered solutions, we want you!
5 days ago


Systems & Client Support Specialist (MMS) - Hybrid
Location: Pretoria
Salary:
87 days ago


Warranty Administrator
Location: Johannesburg
Salary: Monthly
NEW VACANCY!!!Our Client in the Automotive Industry has a new vacancy for a Warranty Administrator based in Spartan
1 day ago


Assistant Financial Manager
Location: Johannesburg
Salary: 500000 Annually
From Numbers to Influence: A Junior Finance Manager Role With Bite
1 day ago


Junior Finance Manager
Location: Johannesburg
Salary: 450000 Annually
If you’re a driven finance professional ready to grow, lead, and build a long-term future within a dynamic business, apply now and take the next step in your career.
1 day ago


Instrumentation Technician
Location: Johannesburg
Salary:
A reputable packaging company in the East Rand, is looking to employ a Condition Monitoring Technician (Instrumentation). The Instrumentation Technician must come with strong FMCG experience to manage, maintain, and troubleshoot online equipment monitoring systems. The ideal candidate must be proficient in SCADA systems, data tagging, sensor integration, and real-time condition monitoring technolo...
1 day ago


Cloud Data Platform Support Engineer
Location: South Africa
Salary: market related Monthly
Role:The Cloud Data Platform Support Engineer will play a critical role in ensuring the stability, reliability, and efficiency of the company data platform hosted in Microsoft Azure, with a future vision to extend into other cloud environments. This role is primarily focused on incident response, technical support, and platform reliability, while also contributing to proactive improvements su...
1 day ago


Create a free job alert for Real Time Analyst in Johannesburg

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions