Job Overview
This role is intended to support the Operations in delivering to the staffing plans that are agreed internally and externally with our Clients.
Duties & Responsibilities
- Monitor and manage contact centre demand across all campaigns on a daily basis.
- Balance 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 contact.
- Highlight any non-compliance to the relevant stakeholders.
- Invoke agreed plans to utilise the 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 & Qualifications
- Planning and Organizational Skills.
- Strong and adaptable communication skills.
- Effectiveness and 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 is ideal.
- Some MS Excel and PowerPoint skills are ideal.
#J-18808-Ljbffr
