Real Time Analyst

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.