Introduction
This role is intended to support the Operations in delivering to the staffing plans that are agreed internally and externally with our Clients.
Duties & Responsibilities

• Monitor and manage contact centre demand across all campaigns on a daily basis.
• Balancing activities / 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 the 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
• To 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

• Planning and Organizational Skills
• Strong and adaptable communication skills
• Effectiveness and pays attention to detail
• Analytical skills
• Business Analysis
• Logical thinking
• Stakeholder relations
• Relationship Management
• Adaptability / Resilience with the ability to work under intense pressure
• Initiative / Proactive
• Effective decision-making skills
• Initiative / creative thinker
• 3-6 months experience working within a Call Centre of a large operation (ideally in an analyst type role)
• Grade 12 or equivalent NQF4 level qualification - English and Maths essential
• Tertiary education in accountancy, statistics or IT would be ideal
• Ideally some knowledge of general customer management IT and telephony systems
• Ideally some MS Excel and PowerPoint skills
• Good communication skills
• Strong numerical skills

Package & Remuneration
Market Related
Careerbox
Simone Barends
02 Parklane
4021 Umhlanga Ridge, KwaZulu-Natal
https://www.careerbox.co.za