Real time Analyst/Workforce Management Analyst

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

Job summary

A leading contact center service provider in Durban is seeking a Contact Centre Workforce Analyst to monitor real-time inbound call traffic and ensure service levels. The ideal candidate will have strong analytical skills, proficiency in MS Excel, and previous experience in workforce management. This role involves preparing reports and adjusting staff resources to meet call volume demands. Candidates with Matric completion and excellent communication skills are encouraged to apply.

Qualifications

• Strong analytical and problem-solving abilities.
• Ability to work international hours (night shift).
• Experience in real-time/intraday call management.

Responsibilities

• Monitor real-time inbound call traffic to ensure efficiencies.
• Conduct analysis to recommend solutions for performance.
• Prepare daily/weekly/monthly reports for management.

Skills

Strong analytical skills

Communication skills

Attention to detail

MS Excel proficiency

Education

Completed Matric

Tools

MS Excel

Job description

The role:

The Contact Centre 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.

The Workforce Administrator must regularly exercise judgement, integrity and assume responsibility for decisions that have 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, schedule changes, and other types of requests.
• Monitor all real-time and intraday activities to ensure operational goals are met.
• Accurately track and manage 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.
• Develop strong working relationships within the organisation to ensure efficient and effective problem solving and issue resolution.

General

• Perform other related duties as assigned by management.

Are you this person?

• Have you completed Matric?
• Are you able to International hours (Night shift)?
• Are you an MS. Excel wizard (formulas, filters, pivot tables, importing/exporting data from multiple sources)?
• Do you have any workforce management experience (ie: real-time/intraday call management, Workforce Administrator or Analyst)?
• Do you have excellent communication?
• Do you have high attention to detail and accuracy?
• Are you great with numbers?

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