Real Time Analyst

An opportunity exists for a Real Time Analyst to join our World Class Contact Centre in Cape Town. The Real Time Analyst will be responsible for real time monitoring of service levels during the day to ensure effective management of channels incoming workflow. The position will have high visibility of all the Contact Centre teams. The Real Time Analyst reports directly to the Head of Contact Centre. Internal liaison takes place with all staff in the Contact Centre and extensively with the Training Department. External liaison is limited. Duties and Responsibilities (Include but is not limited to): Real time monitoring of service levels for all queues Real time monitoring of agents performance from all teams Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals Communicate and call out changes to incoming contact patterns to the respective customer support teams Have a real time communication with the respective teams when call outs or changes need to be done Support routing changes Update and send reports related to the performance of each team including but not limited to shrinkage, occupancy and adherence to schedule Build and maintain strong relationships with key stakeholders to ensure shared objectives are met Provide assistance to the Workforce manager Interpret, analyse and make recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience To manage own professional and self-development Key Requirements: Grade 12 or equivalent (Essential) Degree / Diploma in relevant field (Advantageous) Minimum 1-2 year’s previous experience in a Workforce real time analyst Minimum 1–2 year’s experience in Contact Centre environment Knowledge of workforce management tools Knowledge of forecasting and schedule creation Knowledge of real time adherence and decision making Knowledge of Performance Analysis/Metrics Additional Skills: Reporting and analytical skills Team player Excellent interpersonal skills Ability to communicate at all levels Only shortlisted candidates will be contacted. If you do not receive any response after two weeks of the closing date, please consider your application unsuccessful. NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S EE TARGETS