Workforce AnyalystABC Worldwide • Cape Town, Western Cape, South Africa
Workforce Anyalyst
ABC Worldwide • Cape Town, Western Cape, South Africa
30+ days ago
Job descriptionRegularly performs volume and performance analysis and proactively communicate possible impacts to business Supports management with all necessary reports and planning models to facilitate the process of decision making Monitors actual activities and compare it to plan and make recommendations for immediate changes Staff the appropriate number of agents at the proper time based on recent / historical capacity drivers Ensures that pre-planned activities are being scheduled in advance and communicated effectively Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements / voluntary time off to ensure efficient and effective staffing Ensures adherence to schedules and raises alerts in a timely manner in case of deviations Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing Executes skill change and reallocation requests and initiatives Provides recommendations in case of understaffing / overstaffing Act as first point of contact for any escalations outages system issues or any other production impacting situations Maintains confidentiality relative to the organizational strategies objectives and practices Genesys / Genesys Cloud CMS Avaya Supervisor Very proficient with Microsoft Excel Candidate must possess at least a Bachelors / College Degree 1 year minimum experience in Workforce Management with knowledge of WFM tool like Genesys Cloud and / or CMS Avaya Supervisor Excellent skills in real-time time management is a must Strong organizational skills to ensure critical timelines are met Accuracy and attention to details is a must in this role Detail oriented with ability to deliver project deliverables with little supervision Excellent written verbal and e-mail skills with the ability to interface effectively with individuals at various levels Ability to effectively prioritize workload in a fast paced real-time and frequently changing environment while remaining detailed and organized Demonstrate analytical organizational problem solving and creative thinking skills Respond positively to change embracing and using new practices or values to accomplish goals and solve problems Flexible and willing to work in shift schedules
Basic Functions
- Monitors the queue real-time and analyzing data across different measures such as service levels or staffing interval requirements to implement Rules of engagement.
- Generates schedules accordingly to meet the business requirements enabling superior customer service
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements / voluntary time off to ensure efficient and effective staffing
- Report and track all system issues and outages
- Responsible for skilling audits for phone and chat representatives.
- Prepares and publishes the Intraday end of day and other relevant reports while ensuring accuracy and timeliness of data
- Create reporting dashboard for business units.
- Attend touchpoint meetings to provided previous day performance overview.
Essential Functions
Organizational Relationships
Reports To : Assistant Manager Supervises : NA
Skills
Technical Skills
Requirements
Employment Type : Full Time
Experience : years
Vacancy : 1
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Workforce Anyalyst • Cape Town, Western Cape, South Africa