- Creation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experience
- Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence
- Coordinate with outsourced sites on SL management and keep the WFM team updated
- Work on real-time tickets related to schedule change requests, non-production requests, and associate GACD profile change needs
- Ensure that scheduling parameters are in line with business requirements, statutory obligations, and individual schedule requirements
- Prepare and communicate daily hand-off reports to WFM leadership team on SL performance
- Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, initiate appropriate tactics to ensure service levels achievement
- Serve as the primary interface between WFM and Operations leadership to establish and strengthen a positive partnership
- Previous experience in an international BPO environment, with the ability to coordinate multiple projects' data simultaneously
- Direct experience as a workforce management RTA for min. 2 years is mandatory
- "Can do" attitude and ability to deliver results in a fast pace environment, with minimum supervision
- Proven expertise knowledge with Aspect and/or IEX
- Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse, multicultural environment
- Ability to adapt to change and maintain composure in critical situations, communicate clearly with both internal and external stakeholders
- A high degree to analyze data, using the data to drive decision-making and implement effective resolutions
- Qualifications in statistics, mathematics, computer science, or another quantitative field are an advantage
- Advanced Excel skills, demonstrable experience building RTA tools or models in Excel or other platforms
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Call Centre Workforce Manager
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ABC Worldwide Cape Town, South Africa**Workforce Manager** · Our client is looking for a Workforce Manager tolead the team of WF Schedulers and Real-time Administrators within the Insights Hub, supporting all campaigns within the company. The WFM is also expected to work across all teams of the Contact Centre by mea ...
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Real Time Analyst/ Administrator
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ABC Worldwide Cape Town, South AfricaWe are looking for an excellent Real Time Analyst. · **Description** · - Utilising Excel to analyse Workflow data to assist with efficiency within the Contact centre · - Runs and analyses reports with the result of making recommendations for adjusting staffing levels to meet depa ...
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Real Time Analyst
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Santam Bellville, South AfricaWho are we? · Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our ...
RTA - Analyst - Cape Town, South Africa - Telebest
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