Real Time Analyst - Cape Town, South Africa - Webhelp

Webhelp

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Business Support

Location

Cape Town, South Africa
Language
English***
Job Advert:
Reimagine your career

If you have a critical eye for detail and have stellar organization skills then you could fit right in as a Real Time Analyst at Concentrix + Webhelp working in our in our vibrant Claremont office.

With game-changers in over 70 different countries, we celebrate our differences and embrace what makes you unique.

Imagine being a part of a company that supports each other's success and well-being, giving you the tools and support you need to be the best version of yourself and embark on a career with endless possibilities.

We're looking for someone who appreciates structure and can create functional order before things become chaos In this Real Time Analyst role, you'll need to work systematically, think analytically and act swiftly to ensure efficiency.

You will be responsible for ensuring the contact centre is operating consistently in line with operational procedures and achieving client targets so you'll need to be quick on your feet to problem solve and find solutions.

What you will do in this role
As a Real Time Analyst on our team, you'll be:

Analysing trends such as call volume, average handle time and attendance to understand and plan for potential over staffing/under staffing
Monitoring and tracking access issues across all levels and all required systems
Tracking and logging network issues to provide insights to operations and impacts on performance
Monitoring schedule adherence to assist the management team in achieving target driven adherence goals
Retrieving all messages recorded on the attendance line
Monitoring workforce management as required

Your qualifications
Concentrix + Webhelp is a great match if you have:

Excellent communication skills
Proficiency in MS Office
Knowledge, experience and understanding of key contact centre performance metrics such as service levels, delivery against target intervals, call monitoring as well as schedule adherence
Clear credit and criminal records

It will be a plus if you:

Have proficient Excel skills

Please note that the appointment will be made in line with the in line with the company's EE Plan.

Reimagine the best version of you
After applying, you will be sent a link to complete a quick online chat.

We don't want you to miss out on the opportunity so please check all of folders for the link after applying.