Job Description

In a call center, the responsibility for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level. This role supports the mechanisms to improve our contact center performance and client objectives. This role will also involve learning and demonstrating keys aspects in the planning & delivery Lifecyle and will be an evolving role that will inherit WFM attributes and objectives.

Qualifications

• Experience within a BPO (essential).
• Experience in workforce management or real-time monitoring within a contact center environment.
• Matric equivalent qualification (essential).
• Proven experience with tools like IEX, Aspect, Calabrio, Genesis, Omnichannel or similar platforms (preferred).
• Strong analytical and organizational skills with the ability to multitask
• Basic Excel skills

Responsibilities

• Analyze account KPI’s, call flow data and undertake analysis of real time schedule efficiency measurements to support continuous service improvement.
• Manage the call volume, daily attendance and program break schedules
• Assure real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Work closely with the operations team to analyze and help improve their delivery processes
• Intraday real time monitoring of service levels for all contact channels (call, e-mail and chat) and queues at multiple sites (omni -channel)
• Produce daily, biweekly and monthly internal reports
• Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
• Recommend real-time schedule changes and identify efficiency opportunities
• Must be able to articulate the data and tell the Performance Story through insights, data and key indicators seen in the live day.
• Is able to articulate interval level insight based on service level impacts.
• Ensures that all reports originating from the department are accurate and reliable.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Stakeholder management is deemed a critical requirement

Further roles and responsibilities to be discussed during and post placement of successful candidate