Real Time Analyst

JOB PURPOSE

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 an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.

KEY RESPONSIBILITY AREAS

1. Accurate Attendance/Absence updating on eWFM & any absence reporting.

2. Monitor contact centre to ensure optimal staffing levels.

3. Intraday reporting

4. Flagging all/any deviations to schedules

5. Facilitate real time discussion with relevant stakeholders.

6. Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

7. Ensures that all reports originating from the department are accurate, relevant and reliable.

8. On the day schedule optimization in order to meet desired service levels, and providing feedback to relevant stakeholders of potential impact to service levels, along with suggestions.

9. Trend analysis on all measures which impact the overall performance of the business unit.

10. Regular planned huddles with Operations highlighting key focus areas.

11. Accurately tracking all/any movement of headcount. (attrition, new recruits)

12. Ensuring that all headcount databases are accurate and aligned. (eWFM, UIP, Headcount files)

13. Real Time shrinkage/adherence management

Qualifications

Essential

• Matric / Grade 12 or international equivalent
• Call Centre Maths
• Industry relevant training courses, including WFM processes, terminology and tools

Preferred

A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education

EXPERIENCE REQUIRED

Essential

• Min 2 year’s experience in a WFM team.
• Min 2 year’s experience in trend analysis.
• Spread sheets with formula application and/or database software (Excel, Access)
• Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software.
• Advanced MS Office