Job Overview:
The purpose of this role is to ensure that work schedules are adhered to and that performance KPI's and NET FTE requirements are met by real time and intraday management of resources.
Job Responsibilities
- Monitor and manage contact centre demand across all campaigns daily.
- Balancing activities / staffing to ensure that service levels are being met, including management of skills and invoke agreed plans to utilise the capacity and maximise productivity
- Analyse and review intraday performance
- Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
- On the day schedule optimization to meet desired service levels and providing feedback to relevant stakeholders of impact to service levels, along with suggestions.
- Understand and report on call drivers, working closely with the operational team to understand reasons for customer contact
- Highlight any non-compliance to the relevant stakeholders
- Assist in co-ordination of any on the day offline requirements,
- Monitor the real-time adherence of all advisors on all sites in line with schedules
- Work with the Operational management to ensure that the real-time management of the advisor groups is at an acceptable level
- Complete all hourly & daily reports as set out by the Line Managers with accuracy
- Maintain and update the WFM system with daily exceptions and attendance
- Ensure that all service affecting incidents are documented and reported
- Deal efficiently and accurately with internal client queries
- Assist in the achievement of operational targets through real time monitoring and schedule amendments to maximize service delivery and productivity.
- Grade 12 or equivalent NQF4 level qualification
- Minimum of 12 months experience working within a Call Centre of a large operation
- Relevant Tertiary qualification preferred
- A minimum 2 years workforce planning analyst role is imperative
- Previous experience on a WFM Tool
- MS Excel Proficiency
- Advanced report writing skills (proficiency in MS Excel)
- Effective decision-making skills
- High levels of analytical capability
- Highly Organized
- Team Player
- Self-Managed
- Ability to delivers great insights
Huntswoods employees are described as dependable, driven and collaborative.
The job holder should be able to demonstrate they are:
- Confidential, reliable and genuine
- Dynamic, passionate and determined
- Friendly, compassionate and cooperative
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