Real Time Analyst

Ignition Group; Durban; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading call center service provider in Durban is seeking a Call Centre Real Time / Workforce Analyst to oversee real-time inbound call traffic, enhance operational efficiencies, and prepare various reports. The ideal candidate will have strong analytical skills and experience in monitoring call center performance metrics to ensure acceptable service levels and productivity. Join our team to contribute actively to maintaining high standards in call center operations.

Qualifications

• Experience in monitoring call center operations and performance metrics.
• Ability to analyze data and make informed recommendations.
• Strong communication and interpersonal skills.

Responsibilities

• Monitor real-time inbound call traffic for efficiency.
• Conduct analysis to improve real-time performance.
• Prepare and distribute operational reports to management.

Skills

Real-time monitoring

Analytical skills

Communication skills

Job description

The role :

The Call Centre Real Time / Workforce Analyst will monitor real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates.

This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and sales performance goals. On a regular and continuous basis, the Real Time Analyst must exercise judgement, integrity and assume responsibility for decisions, consequences and results having an impact on people, cost and quality of service within the organisation.

The detail : Scheduling

• Complete and manage schedule exceptions / adjustments for the company daily.
• Ensures the accuracy and timeliness of data by responding to time-off requests, schedulechanges, and other types of requests.
• Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.

Accurately tracks and manages contact centre schedule adherence.

Analysis

• Conduct analysis and recommend solutions to address real time performance opportunities.

Reporting

• Prepare daily / weekly / monthly and ad-hoc reports and distribute to Management.
• Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.

General

Perform other related duties as assigned by management.