Real Time Analyst Bpo Market Related

These jobs were popular with other job seekersThis role is intended to support the Operations in delivering to the staffing plans that are agreed internally and externally with our Clients.Duties & ResponsibilitiesMonitor and manage contact centre demand across all campaigns on a daily basis.Balancing activities / staffing to ensure that service levels are being met,Analyse and review intraday performance,Understand and report on call drivers, working closely with the operational team to understand reasons for customer contactHighlight any non-compliance to the relevant stakeholdersinvoke agreed plans to utilise the capacity and maximise productivityAssist in co-ordination of any on the day offline requirements,Monitor the real-time adherence of all agents on all sites,Work with the Operational management to ensure that the real-time management of the agent groups is at an acceptable levelComplete all daily, weekly and monthly reports as set out by the Line ManagersMaintain and update the WFM system with daily exceptionsTo ensure that all service affecting incidents are documented and reportedDeal efficiently and accurately with internal client queriesComplete delegated tasks to time and to standardAssist in the achievement of commercial targets through real time monitoring and schedule amendments to maximise service delivery and revenue generating productivity.Desired Experience & QualificationPlanning and Organizational SkillsStrong and adaptable communication skillsEffectiveness and pays attention to detailAnalytical skillsBusiness AnalysisLogical thinkingStakeholder relationsRelationship ManagementAdaptability / Resilience with the ability to work under intense pressureInitiative / ProactiveInitiative / creative thinker3-6 months experience working within a Call Centre of a large operation (ideally in an analyst type role)Grade 12 or equivalent NQF4 level qualification – English and Maths essentialTertiary education in accountancy, statistics or IT would be idealIdeally some knowledge of general customer management IT and telephony systemsIdeally some MS Excel and PowerPoint skillsThese jobs were popular with other job seekers
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