Real Time Analyst/ Administrator - Cape Town, South Africa - ABC Worldwide

ABC Worldwide

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

We 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 departmental productivity and profitability goals
Completes rootcause analysis to determine and quantify reasons for planned variance and recommends changes to enhance accuracy and effectiveness
Responds to escalated issues and adhoc requests
Exception management on WFM tool along with real time management of all queues.
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Qualifications/Education and other skills requirement -

Graduate
Call centre experience, RTA role Preferential
Basic understanding of workforce management/Shrinkage/Avaya/WFM tool concepts.
Ability to prioritize workload, meet deadlines and perform multiple tasks
Excellent communication skills
Good mathematical, Logical and analytical skills
Problem solving attitude and attention to detail.
Quick learner, positive attitude
Good excel skills

Desired Skills
-
Excellent/advanced excel skills:

Exposure to WFM Tools

Company Description
American multinational professional services company mainly involved in the operations management and analytics. Offers insurance, banking, financial services, utilities, healthcare, travel, transportation and logistics services.