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    payjoy : real time analyst - Randburg, South Africa - iSON Xperiences

    iSON Xperiences
    iSON Xperiences Randburg, South Africa

    2 days ago

    iSON Xperiences background
    Description

    The Real-Time Analyst

    Summary of Duties: As a Real Time Analyst, you will work closely with Operations, to help monitor Incoming volumes In Queues, report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.

    KEY RESPONSIBILITIES:

    • 110% floor work
    • Ensuring all agents are doing what is required
    • Manage the call volume, daily attendance and program break schedules
    • Assist with creation if metrics and targets for services
    • Meeting clients basic requirements achieving SL
    • Hourly reporting
    • Provide visibility and reporting capabilities of main SLAs and KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion.
    • Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs

    Skills and Experience:

    • Know-how in managing real time adherence in different line of business in a multi-skill environment simultaneously ( shrinkage, outages, under / overstaffing etc. )
    • Minimum Matric/related NQF essential
    • Experience in client product support
    • Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
    • Ability to create reports in Excel and forecast results
    • Excellent communication skills

    Requirements and Personal Attributes:

    • Must have transport to work flexible shifts
    • Must be working from office
    • Must be friendly and professional with a positive attitude
    • Organized with the ability to quickly and effectively adapt to change
    • Excellent attendance record
    • Able to communicate professionally - oral and written
    • Proactive and able to take decisions based on real time situation

    Required Qualification: Completed Matric or equivalent

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