WORK FORCE ANALYST - SCHEDULERS / RTA

WORK FORCE ANALYST - SCHEDULERS / RTA

I am currently recruiting permanent staff within our WorkForce Management Team as I am hiring WorkForce Analyst-Schedulers/ RTA's at the following levels:

ESSENTIAL FUNCTIONS:
-Regularly performs volume and performance analysis and proactively communicates possible impacts to business
-Supports management with all necessary reports and planning models to facilitate the process of decision making
-Monitors actual activities and compares it to plan and makes recommendations for immediate changes
-Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
-Ensures that pre-planned activities are being scheduled in advance and communicated effectively
-Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
-Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
-Executes skill change and reallocation requests and initiatives
-Provides recommendations in case of understaffing/overstaffing
-Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
-Maintains confidentiality relative to the organizational strategies, objectives and practices

SKILLS:
-Technical Skills
-Dialer
-Microsoft Excel (good excel skills)
-Other outbound tools a plus

REQUIREMENTS:
-Candidate must possess at least a Bachelor’s/College Degree
-2 years minimum experience in Workforce Management
-Dialer experience for outbound campaigns a must
-Excellent skills in scheduling and real-time time management a must
-Strong organizational skills to ensure critical timelines are met
-Accuracy and attention to details are must in this role
-Detail-oriented with the ability to deliver project deliverables with little supervision
-Excellent written, verbal, and e-mail skills, with the ability to interface effectively with individuals at various levels
-Ability to effectively prioritize workload in a fast-paced, real-time, and frequently changing environment while remaining detailed and organized
-Demonstrate analytical, organizational, problem-solving, and creative thinking skills
-Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
-Flexible and willing to work in shift schedules and during weekends

-Package: R20k – R24k Per Month + Benefits

Compulsory Docs:

• Updated CV
• ID Copy
• Matric/Degree
• Latest Payslip (If applicable)