We are currently recruiting for a Real Time Analyst, with an eye for detail and excellent problem solving skills, to join our Business Support team. In this role you will be responsible for delivering real-time support across various projects, both local and offshore, to ensure the daily workforce plan is executed as accurately as possible while managing any unforeseen situations that may arise. This role will also include developing and maintaining the relevant intraday / schedule reports and any other MI related reporting.
1. Minimum requirements
Matric Certificate of equivalent NQF Level 4 qualification
Certificate in Business Intelligence and data analytics
A minimum 2 years' experience in real-time management within a contact centre environment
A minimum 2 – 3 years contact centre experience in operations
Minimum 2-3 years' experience with planning, scheduling and forecasting within the contact centre environment for both inbound and outbound, across Omni channel environment.
Knowledge and experience working with FTE and outcomes-based workforce models
Knowledge and experience of various contact centre telephony platforms, workforce management tools and outbound dialers
Areas of responsibilities include, but are not limited to:
Providing virtual real-time support to various clients across our network in order to ensure schedule adherence remains within the volume and resource forecasts provided by the resource planning manager
Adjusting intraday workforce requirements based on changing/dynamic forecasts
Scheduling all transaction-based work and special events for optimal service levels and occupancy (e.g., meeting, training, coaching, email, queue work, projects)
Accurately collating all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations.
Variance reporting to customers, to enable them to make timely decisions about planned offline activities and outages
Maintaining ACD and SLA adherence reporting and provide insight on adherence or hindrance to key stakeholders
Formulating Agent schedules in consultation with operational managers within agreed timeframes and in line with workload volumes and shrinkage assumptions
Analysing workload volumes and monitoring performance and productivity
Generating daily, weekly, and monthly statistics on adherence, attendance and ACD/WFM Tools information for management and capacity planning if requested
Developing and maintain MI reporting providing agent level performance related information such as AHT and non-productive call states reporting.
Recording all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime