Real-Time Contact Center Analyst & Intraday Scheduler

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 call traffic and ensure service levels are maintained. Ideal candidates should possess strong analytical skills, proficiency in MS Excel, and prior experience in workforce management. The role includes preparing reports and adjusting staff resources based on call volume demands. Matric completion and excellent communication skills are essential for applicants.

Qualifications

• Candidates must have strong analytical skills and proficiency in MS Excel.
• Prior experience in workforce management is required.
• Excellent communication skills are essential.

Responsibilities

• Monitor real-time call traffic to ensure service levels.
• Prepare reports and adjust staff resources based on call volume demands.

Skills

Strong analytical skills

Proficiency in MS Excel

Excellent communication skills

Education

Matric completion

Job description

A leading contact center service provider in Durban is looking for a Contact Centre Workforce Analyst to monitor real-time call traffic and ensure service levels are maintained.

Candidates should possess strong analytical skills, proficiency in MS Excel, and prior experience in workforce management.

The position requires preparing reports and adjusting staff resources based on call volume demands.

Matric completion and excellent communication skills are essential for applicants.