Real Time Analyst

Job 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 and

Responsibilities:

· 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 results

Skills:

· Data Driven

· Good administration

· Communication skills

· Detail-oriented

Attributes Required:

· Professional

· Reliable

· Agile

· Proactive

· Effective emotional intelligence

Knowledge 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 advantageous