Workforce Analyst- US Hours

Recruiter:

Dash BPO South Africa (Pty) Ltd

Job Ref:

854589569

Date posted:

Friday, March 15, 2024

Location:

Johannesburg, South Africa

SUMMARY:
-

POSITION INFO:

Duties and Responsibilities of the Work Force Analyst (RTA)

As a Real-Time Analyst/ Workforce Analyst, you will work closely with Operations, monitor the incoming volume in the queues, report on daily attendance,
notify any deviations in real-time and ensure the compliance of the service levels goals to deliver consistent performance.

Floor management

• Monitor the key performance indicators (KPIs) and provide alerts when any metric is out of the target
• Take actions before events that affect the indicators (change the routing profile or skill, re-assign the task to the resources,
re-scheduling lunchtimes or break times, pre-shift, coaching sessions, etc.)
• Notify the supervisors of agents outside of their schedule (absenteeism, tardiness, lunch and break out of time, or excess of
lunches or breaks)
• Provide alerts for atypical call volume (volume increase or decrease)
• Follow up on the status of the agents and maintain control of the AHT
• Ensure that the work tools are working correctly, both management and operational
• Make constant tests of the Interactive Voice Response (IVR), or Softphone are working properly
• Escalate and document incidents of tools or events that impact the indicators

Reports

• Build, modify, update, analyze and interpret the content of reports
• Daily update of operational management reports (attendance, performance, executive reports, among others)
• Daily update of the WFM reports (accuracy in the intraday forecast, incident report, among others)
• Evaluate and detect deviations and propose continuous improvements
• Perform graphical analysis of correlations, variables, Pareto, among others
Forecasts, Schedules, and Service Level
• Review the call inflow pattern and the required resource to comply with the demand, analyze trends and come up with
suggestions or recommendations such as schedule movement or other

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