Our Client
Our client is a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others.
Why Choose Our Client?
Joining them means surrounding yourself with some of the smartest and brightest people in the industry. Employees experience unlimited growth potential, being rewarded for their innovation and creativity. You will have opportunities for exposure to new industries and skill sets, broadening your range while experiencing a true work/life balance environment.
About the Role
The Real-Time Analyst position is instrumental in achieving business service level objectives efficiently. This role focuses on managing real-time operational processes to ensure optimal performance throughout the day. Responsibilities include monitoring key metrics, making timely adjustments to staffing levels, and optimising resources to meet service level targets. A keen eye for detail and strong analytical skills is vital in driving operational efficiency and delivering outstanding service to our customers.
Duties & Responsibilities
- Efficiently manage intra-day staffing and service levels.
- Provide timely, accurate reports on intra-day performance.
- Monitor and drive schedule adherence.
- Communicate effectively with internal and external customers.
- Perform other duties and assignments as directed.
Technical Skills
- Proficient in Excel with strong skills in data manipulation, including scrubbing, dissecting, and shaping data to create customised reports.
- Familiarity with Workforce Management (WFM) systems such as eWFM, Verint/BluePumpkin, IEX, CMS, etc., enabling effective utilisation of these platforms for operational optimisation and analysis.
Desired Experience & Qualification
- Minimum of 2 years WFM experience in a call centre inbound voice process.
- Ability to prioritise workload, meet deadlines, and perform multiple tasks with attention to detail.
- Solid critical thinking, problem-solving, and interpersonal skills.
- Demonstrates ability to give and receive feedback from peers and business partners.
- Must demonstrate sound arithmetic, analytical, and problem-solving abilities.
- Excellent verbal, written, and comprehension skills.
Package & Remuneration
Salary: R35 000 - R38 000 per month
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