The purpose of this role is to monitor the intra-day activities in Operations and advise appropriate steps to address variations to the planned forecast and schedule to ensure that service levels are maintained. To also deliver variance reporting to stakeholders, to enable them to make timely and informed decisions.
Daily scheduling and real-time management
Ensure all scheduled agents breaks, lunches and teams published per agreed times.
Effective real time management through AHT alerts, Deviation alerts, etc.
Effect real time adjustments of all offline activities (breaks, lunches, teas, toilet breaks, training etc.) and effectively communicate with Operations to ensure daily service level targets are met.
Track any changes, anomalies or incidents that influence service levels
Build and maintain strong relationships with key stakeholders to ensure shared objectives are met
Provide assistance to the Workforce Planner and Manager
Reporting
Compile and review various reports and continuously maintain the integrity and accuracy of data
Administration of WFM processes
Assist to identify process improvement opportunities
Conformance to Basic Conditions of Employment Act (BCEA) in respect of schedules and breaks
Projects / Initiatives
Actively participate in Departmental / Company Projects and initiatives as directed
Identify process improvement opportunities through constant analysis and reporting of call centre metrics
Qualification
Grade 12
Degree/ National Diploma or tertiary qualification in relevant field/discipline (advantageous)
Experience
Minimum 1-2 year's previous experience in a Workforce real time analyst related role
Minimum 2 years' experience in Contact Centre environment
Knowledge of workforce management tools
Knowledge of forecasting and schedule creation
Knowledge of real time adherence and decision making
Knowledge of Performance Analysis/Metrics
Functional Knowledge and Skills
Computer literate (MS Office)
Written & verbal communication skills
Problem solving skills
Reporting and analytical skills
Team player
Excellent interpersonal skills
Ability to communicate at all levels
Presentation skills
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