Operational Excellence Professional - Cape Town - beBeeAnalyst

    beBeeAnalyst
    beBeeAnalyst Cape Town

    2 weeks ago

    R260,000 - R520,000 (ZAR) per year * Administrative

    Job title: Real Time Analyst

    Description

    Job Title

    A well-orchestrated operation relies on a highly skilled professional to monitor live performance, anticipate pressure points and make real-time decisions that protect service levels, efficiency and customer satisfaction.


    This role is perfect for someone who thrives in fast-paced environments, enjoys analysing patterns as they happen and has the confidence to influence operational decisions in real time.


    Responsibilities


    • Monitor live queues, volumes and service levels across all channels.

    • Track agent adherence, occupancy, shrinkage and performance against schedules.

    • Drive real-time adherence by aligning expected capacity with actual performance.

    • Identify risks early and take corrective action to protect SLAs and customer experience. 


    Your mission is to actively monitor and manage contact centre performance ensuring service levels are achieved through proactive workforce decisions clear communication and insightful reporting all of which contribute positively towards business success. Our goal is excellent support, so a solid understanding of how you will deliver this value would be very beneficial as part of your application/. If however no detailed answer then then we can still consider applications dependent on what else you have offered but it's better if candidates have an opportunity express their solutions proactively!

    * This salary range is an estimation made by beBee
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