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

Key Competencies

• Demonstrate sound work ethic.
• Excellent analytical, organizational, and communication skills & Basic Excel skills
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
• Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolution
• Attention to detail and high level of accuracy
• Previous Work Force Management experience is considered an asset
• Must have good time management with the ability to work with minimal supervision and under tight timelines
• Able to communicate professionally - oral and written
• Organized with the ability to quickly and effectively adapt to change
• Capable of managing multiple, simultaneous projects
• Ability to multi-task, focus and complete reports for extended periods of time

Technical Skills

• Working experience with tools such as IEX, Aspect, Calabrio or Omnichannel Contact Center Software, Forecasting / Workforce Management solutions

Qualification & Experience

• Matric Equivalent
• Minimum of 2 years’ experience as a Real Time Analyst within a contact environment.
• Intermediate – MS Excel Proficient

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.