Real Time Analyst (Durban)

Job Overview:

The purpose of this role is to ensure that work schedules are adhered to and that performance KPI's and NET FTE requirements are met by real time and intraday management of resources.

• Monitor and manage contact centre demand across all campaigns daily.
• Balancing activities/staffing to ensure that service levels are being met, including management of skills and invoke agreed plans to utilize the capacity and maximize productivity.
• Analyse and review intraday performance.
• Complete root cause analysis to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.
• On the day schedule optimization to meet desired service levels and provide feedback to relevant stakeholders of impact to service levels, along with suggestions.
• 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.
• Assist in co-ordination of any on the day offline requirements.
• Monitor the real-time adherence of all advisors on all sites in line with schedules.
• Work with the Operational management to ensure that the real-time management of the advisor groups is at an acceptable level.
• Complete all hourly & daily reports as set out by the Line Managers with accuracy.
• Maintain and update the WFM system with daily exceptions and attendance.
• Ensure that all service affecting incidents are documented and reported.
• Deal efficiently and accurately with internal client queries.
• Assist in the achievement of operational targets through real time monitoring and schedule amendments to maximize service delivery and productivity.

Job Requirements:

• Grade 12 or equivalent NQF4 level qualification.
• Minimum 1 year Reporting & Data Analysing experience.
• Communication & Stakeholder Management experience.
• Compliance & Adherence Management experience.
• Strong knowledge of Call Centre KPIs.
• Advantageous: Experience within data analysis and reporting tools (Excel, Power BI, or equivalent).
• Experience working within a campaign with an interval delivery model is imperative.

Required Skills:

• Matric/NQF 4.
• Minimum 1 year Reporting & Data Analysing experience.
• Communication & Stakeholder Management experience.
• Compliance & Adherence Management experience.
• Strong knowledge of Call Centre KPIs.
• Advantageous: Experience within data analysis and reporting tools (Excel, Power BI, or equivalent).
• Experience working within a campaign with an interval delivery model is imperative.

Core Behavior:

Huntswood’s employees are described as dependable, driven, and collaborative. The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game.
• Strive For Greater.
• Enable and empower all employees.
• Do the right thing.
• Own it.
• Deliver unbelievable service.

"It's not just about what we do, but the way we do it. And it's our values that make us special."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.