Real Time Analyst (International - Jhb)

Job Purpose:

We are currently seeking a creative and driven individual to fulfil the role of a Real Time Administrator in Sandton. The incumbent will be responsible for the management of resources to ensure the correct number of agents at the right time are logged in and accurately forecast volume of incoming calls at the desired service level.
NB: This is a nightshift role for an international client.

Job Responsibilities: Daily/Intraday/ weekly reporting and on the day request reporting.Daily attendance and optimize break schedules.Monitor SLA and manage OPA.Monitor queues and provide detailed summary of impact to performance to both WFM and ops team.Monitor and analyses key performance indicators and trends to reforecast.Monitor number of agents on break (Scheduled vs actual).Ensure staff is logged in on time at start of shift and logs out correctly at EOD.Must be able to proactively send out alerts for out-of-adherence states.Work closely with the operations team to analyse and help improve their delivery process.Job Requirements: Matric.Basic excel skills.Excellent business analysis, communication, and documentation skills.Well versed in contact center specific Workforce Management concepts and tools, specifically, Aspect workforce Management or equivalent experience.Ability to deliver results in a fast paced and dynamic environment.Ability to present a professional image and demeanor to internal and external customers.Ability to communicate effectively both orally and in writing with internal and external customers.Basic knowledge of PCs and related software such as Excel and Word.Demonstrates organizational skills & the ability to handle confidential material.
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