The WorkforceQueueAnalystwillbe responsible fordaily real time monitoring of all Contact Centre queues,staffadherenceand skill allocations to manage changes in workload and maximize performance.

REAL TIME ANALYSIS

• Activelymonitorthe call volume and changes in volume against forecast

• Responsible in monitoring call traffic to meet required call handling, staffing levels on a real-time basis as needed to ensure campaign’sSLA’sare met

• Be the key point of contact for Team Leadersregardingschedule adherence implementation and addressing of related issues

• Take proactive actions to mitigate the impact of unexpected variations to the forecast

• Tracks and report outages,escalationsand computer system problems/failures toappropriate personnel

SCHEDULING

• Conduct regular ‘health checks’ around intraday schedules and perform re-optimizations for any planned exceptions in conjunction with the Intra Day Planner

• Update schedules with approved exceptions in line with Adherence protocol

REPORTING

• Track and report on any daily impacts to performance, such as schedule adherence and other consultant activities

• Track and report outages and escalations, computer system problems/failures toappropriate stakeholder

CONTINUOUS IMPROVEMENT

• Identifiesopportunities to improve performance by using the data andanalyzingtrends anditsimpacttoperformance

PEOPLE & COMMUNICATION

• Build andmaintaineffective relationships with key stakeholders within the operations team

• Conducts effective meetings to cascade important updates and actions to stakeholders to ensure the goals are achieved

• Pro-activelycommunicate and follow up with operations to execute all planned and real time activities.

What does it take to become a part of our team?

If you would like to become part of our team, here are the qualities you may have or should aspire to have:

• Positive work approach and attitude

• Strong verbal and written communication skills

• Creativity andproblem solvingskills

• Effectively manages time and shows the ability to prioritize workload

• Ability to liaise and communicate with Team Leaders and Management team and confidently makes recommendations

• Ability to challenge the status quo and clearly voice solutions to issues

What are the basic profile requirements?

• Completed at least 2 years of college education

• With relevant experience as work-forceanalyst in the BPO industry

• Computer skills, preferably in Microsoft Office, proficient in Word and PowerPoint and strong with Excel

• Strong analytical skills

• Flexibility to shifting schedules