Position Title:
Real Time Analyst
Location:
Cape Town CBD
Company:
Ignition Group
Job Type:
Permanent
Date Posted:
11 December 2024
Reference Number:
CB-CPT-18
Purpose of the Job:
The Call Centre Real-Time Analyst will monitor inbound call traffic in real-time, ensuring optimal operational efficiency. This role requires managing real-time adjustments, monitoring performance metrics like service levels and abandon rates, and ensuring the alignment of staff resources with call volume demands to achieve organizational goals.
Key Responsibilities:
Scheduling:
- Handle daily schedule exceptions and adjustments.
- Respond to time-off requests, schedule changes, and other inquiries to ensure data accuracy and timeliness.
- Monitor real-time and intra-day activities to meet operational goals.
- Track and manage schedule adherence accurately for the contact center.
Analysis:
- Conduct in-depth analysis to identify real-time performance gaps.
- Recommend and implement solutions to address performance opportunities.
Reporting:
- Prepare and distribute daily, weekly, monthly, and ad-hoc reports to management.
- Foster strong working relationships within the organization to facilitate problem-solving and issue resolution.
General:
- Perform additional duties as assigned by management.
Job Requirements:
- Experience: Proven experience in real-time monitoring and workforce management in a call center environment.
- Skills:
- Strong analytical and problem-solving skills.
- Ability to manage multiple tasks effectively and prioritize workload.
- Proficiency in workforce management software and tools.
- Exceptional organizational and communication skills.
Additional Information:
- Industry: Call Centre.
- Positions Available: 3.
How to Apply:
Interested candidates should submit their applications promptly.
Note: Only shortlisted candidates will be contacted. If you have not received feedback within two weeks, consider your application unsuccessful.
Leave a Reply