Real Time Analyst/ Administrator
Cape Town, Western Cape, South Africa
Job 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 root-cause analysis to determine and quantify reasons for planned variance and recommends changes to enhance accuracy and effectiveness
- Responds to escalated issues and ad-hoc 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
- 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
- Excellent/advanced excel skills
- Exposure to WFM Tools
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Job Detail
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Job IdJD1344280
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:R17000 - 25000 per month
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Employment StatusPermanent
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Job LocationCape Town, Western Cape, South Africa
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EducationNot mentioned