Junior Real Time Analyst

Permanent Mukuru posted 7 months ago
Job Description

Duties And Responsibilities (Include But Is Not Limited To) :

  • Conduct real-time monitoring of queues and skill sets, regardless of the location, and identify intra-day trends. Maintain a special emphasis on looking for possible downtime and telephonic issues.
  • Work with Operations, to manage and resolve downtime and telephony issues.
  • Conduct real-time monitoring of agents through the Qmetrics/Xcally to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.
  • During the low call, volume allocates resources to alternative tasks.
  • Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, stats for the previous day, WTD, and MTD.
  • Send out regular performance updates including interval and intraday reports, to forecast, ASA, and callouts.
  • Any AD HOC tasks requiring completion within Job Space

Key Requirements :

  • Grade 12 or equivalent (Essential)
  • Experience with using WFM tools
  • Demonstrable commercial focus and business acumen in recommendations and decision making
  • Excellent MS office application knowledge including Excel & Access
  • Basic to Intermediate level of applied Excel experience
  • Basic understanding of analytics

Additional Skills :

  • The ability to work within a close environment.
  • Constantly sitting for long periods of time
  • Frequent attention to/observing details, making decisions, and following directions
  • Frequently reading, writing, and working rapidly; concentrating amid distractions
  • Analytical and logical thinker with the ability to apply creative solutions to resource constraints
  • A flexible thinker who is able to quickly adapt to changes in arrival volumes and patterns

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