Duties & ResponsibilitiesMonitor and manage contact centre demand across all campaigns on a daily basis.Balance activities and 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 contact.Highlight any non-compliance to the relevant stakeholders.Invoke agreed plans to utilise capacity and maximise productivity.Assist 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 level.Complete all daily, weekly, and monthly reports as set out by the Line Managers.Maintain and update the WFM system with daily exceptions.Ensure that all service affecting incidents are documented and reported.Deal efficiently and accurately with internal client queries.Complete delegated tasks to time and to standard.Assist 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 skills.Strong and adaptable communication skills.Attention to detail.Analytical skills.Business analysis.Logical thinking.Stakeholder relations.Relationship management.Adaptability/resilience with the ability to work under intense pressure.Initiative/proactive.Creative thinker.3-6 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 essential.Tertiary education in accountancy, statistics, or IT would be ideal.Some knowledge of general customer management IT and telephony systems.Some MS Excel and PowerPoint skills.
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