Real Time Analyst

Back to all rolesReal Time Analyst ApplyJob detailsBPO / CarecarRandburgContractJob Definition:           Real time management and monitoring of customer support agents in ensuring the delivery of productive hours and schedule adherence.Job Roles:                  Responsible for the day-to-day real time management of customer service resources. Day to monitoring of active resources to ensure demand of productive hours are met and schedule adherence in excess of 95%. Ensure intraday intervals are met by constant management and monitoring.Duties andResponsibilities:         ·        Micromanagement of staff to ensure forecasted hours are in line with actual hours·        Monitor staff real time to ensure 100% productivity at all times by ensuring staff are on busy or available status thereby reducing wrap up, non-productive states·        Ensure team deliver effective scheduling and understand impacts on the wider business·        Work with operations to ensure processes & activities are managed in line with the client’s processes, whilst taking into account what we need to deliver contractually·        Ensure regular review of key people metrics; utilization & shrinkages, commitment, AHT·        Identify schedule inefficiencies and flag operational service level risks·        Monitors daily absenteeism & ensure shift roster are adjusted accordingly and adequate plans in place to ensure forecasted productive hours are met·        Track, analyse and report on call centre/agent performance including trends utilizing reports from a variety of systems·        Analyze performance real-time to ensure we meet our targets & service level agreements·        Support usage of new internal workforce system – Injixo·        Maintains a close working relationship with the departmental leadership in developing staffing strategies·        Adheres to Company standards and maintains compliance with all policies and procedures·        Conduct meetings with call centre management to review staffing, trends and impact analysis on performance and service level·        Supports system integrity by communicating any known issues·        Performs other related duties as assigned·        Work well under pressure and customer service orientated·        Strong communication, interpersonal and conflict handling skills·        Excellent written, verbal communication and presentation skills·        Good planning, organizing and time management skills·        Strong analytical ability and statistical mathematical ability·        High attention to detail and accuracy·        Interpret information and identify anomalies or patterns·        Take ownership and deliver resultsSkills:                         · Data Driven· Good administration· Communication skills· Detail-oriented Attributes Required:   · Professional· Reliable· Agile· Proactive· Effective emotional intelligenceKnowledge Required:· MS Office (Excel) – Intermediate to Advanced· Genesys Cloud (advantageous)Work Experience:       · 1-2 years real-time analyst experience · BPO/ International contact centre experience (advantageous) Qualifications:            · Grade 12· Any related qualification is advantageousUpload your resume to autofill the applicationUploadFirst name *Last name *Email *Dial codePhone numberLinkedIn profileResume *Click or drag file to uploadSupported file format: .PDF; Maximum file size: 10.49 MB; Maximum file: 1;CoputerYes/NoProficiency *YesNoAI disclaimerThis application process may use AI-enabled systems to support candidate evaluation based on factors such as experience, technical skills, and qualifications. All processing is carried out in accordance with applicable data protection, AI governance, and labour laws. Human oversight is maintained at all stages, and final hiring decisions are made by people. Personal data submitted as part of this application is not used to train AI models.I have read and understood the privacy policy and acknowledge that my personal data will...