Real Time Specialist, Workforce Management Cape Town, South Africa

TTEC; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading customer experience company in Cape Town is seeking a Workforce Management Specialist to ensure service level targets are met. The successful candidate will focus on customer service quality and operational metrics, requiring strong analytical and communication skills. This role offers a supportive culture and opportunities for career development, coupled with a competitive compensation package.

Benefits

Great compensation package

Performance bonus opportunities

Tuition reimbursement

Inclusive culture and community involvement

Qualifications

• Strong understanding of TTEC's business, core values, and goals.
• High customer service orientation with proven success in a fast-paced environment.
• Demonstrated multi-tasking capability and attention to detail.

Responsibilities

• Meet client required service levels while maintaining occupancy targets.
• Deliver consistent high-quality customer service.
• Analyze and consolidate schedule adherence data.

Skills

Customer service orientation

Interpersonal skills

Attention to detail

Time management

Analytical skills

Communication skills

Tools

MS Office (Excel, Outlook, PowerPoint)

Job description

Your potential has a place here with TTEC's award-winning employment experience. As a Workforce Management (WFM) Specialists are working onsite in Cape Town, South Africa, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC.

What You’ll Do

Looking for an opportunity to be part of a team? You will beresponsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet TTEC's financial requirements.

During a Typical Day, You’ll

• Achieve 100% of accuracy and speed in delivery of requirements (Time management, achievement motivation, results orientation, efficiency, accountability).
• Learn key business objectives, timeframes, and requirements associated with each goal and task (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis).
• Understand and improve the key success metrics associated with workforce management goals (Observation, innovation, creativity, collaboration, communication).
• Deliver consistent high quality customer service (Customer focus, friendly, helpful, accountability, diplomacy, communication.
• Escalate staffing issues as appropriate (Analysis, problem solving, judgment, communication, system troubleshooting)
• Understanding the contractual parameters of the client; in-chair occupancy, average call handle time; tracking and trending call volume history; tracking associate absenteeism and other components of the overall work flow.
• Provide, coordinate, analyze and consolidate all schedule adherence data in order to deliver processes and project work in a timely and accurate manner following company and client requirements and standards.
• WFM Specialists are expected to have a thorough working knowledge of TTEC's policies and procedures related to WFM duties and client specific requirements and expectations of service level.

What You Bring to the Role

• Strong understanding of TTEC's business, core values, and goals
• Strong interpersonal skills in dealing with a diverse population
• High customer service orientation
• High level of integrity, honesty, and judgment
• Math / statistics and computer proficiency
• Ability to respect and ensure strict confidentiality of customer data.
• Demonstrated multi-tasking capability and proven success in fast paced environment
• Strong attention to detail and desire to follow procedures
• Strong verbal and written communication skills
• Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
• Reporting

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

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