Real Time Analyst

SUMMARY:

Leading global BPO client is looking for Real Time Analysts to join their team to be based in Durban.  MUST have international BPO client/campaign experience within the USA market.

The purpose of this role is to keep a live dialogue going with the bridge amongst other relevant sources to ensure the contact centre site is operating consistently in line with operational and client targets, and to be aware of what is taking place on the global estate.

POSITION INFO:

BRIDGE CO-ORDINATION AND ADMINISTRATION

• Maintains key bridge contact for the site
• Communicates with multiple stakeholders simultaneously
• Tests login and system access for new hires
• Designs and conducts training and refreshers for system changes as required
• Creates and maintains team brief slots as required
• Coordinates and manages same day and/or short term non-phone related tasks
• Determines requirements necessary for call centre advocates via the relevant system
• Analyses trends such as call volume, average handle time, and attendance to understand and plan for potential overstaffing/understaffing conditions
• Manages call centre profiles, including skill change/manipulation, new hire set up and reporting updates
• Establishes and facilitates meetings to communicate expectations and confirms business needs between Supervisors/Management/HR and Staff
• Acts as a point of contact for incidents

• Monitors and tracks access issues across all levels and all required systems
• Tracks and logs network issues and provides insight to operations to allow the substantiation of factors impacting performance, should they have arisen from a technical or network perspective
• Monitors schedule adherence to assist the management team in achieving target driven adherence goals
• Monitors and timeously retrieves all messages recorded on the attendance line
• Monitors Workforce Management live as required
• Tracks and allocates detractor call backs, close the loop process and advocate program as required

• Monitors and updates daily reports in line with operational requirements to effectively manage the performance in line with target driven results
• Assists in the development of reports and/or processes to increase the ability of the call centre to effectively and accurately plan and forecast target driven performance results
• Generates reports that demonstrate hours lost, responsibilities, operational impact and reasons for outages (major incidents) in collaboration with WFM, Operations and IT as well as client counterparts
• Updates schedules and reports to reflect changes in staffing and enters appropriate information into attendance tracking register
• Reports problems and issues to client as well as to site management
• Provides timeous status updates on projects and initiatives

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