Real Time Analyst - Johannesburg, South Africa - Select One

Select One
Select One
Verified Company
Johannesburg, South Africa

2 weeks ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description

Duties and Responsibilities:

  • Ensure realtime performance of agents throughout the day and provide recommendations to management to achieve service targets
  • Manage & monitor agent availability to ensure that resources are adequately deployed & multiskilling effectively optimized
  • Monitor, record, and escalate realtime schedule adherence incidents
  • Work closely with the operations team and management to analyze and improve the service delivery of the company to its clients
  • Internal reporting
  • Assist with additional projects

Requirements:


  • 1 to 2 years experience in contact center environment, previous Work Force Management experience is considered an asset
  • Advanced experience with full Microsoft Office package
  • Ability to create reports and forecast results
  • Attention to detail and high level of accuracy
  • Ability to multitask, focus and complete reports for extended periods of time
  • Ability to take initiative
  • Flexible team player with a positive attitude
  • Must have good time management skills with the ability to work with mínimal supervision and under tight timelines
  • Capable of managing multiple, simultaneous projects
  • Excellent attendance record
  • Able to communicate professionally oral and written
  • Problem solving skills
This position needs Real Time Analysts in Johannesburg and Cape Town.
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