Real Time Analyst Umhlanga

Duties & Responsibilities

• Monitor and manage contact centre demand across all campaigns on a daily basis.
• Balance activities and 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 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 & Qualification

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