Real Time Analyst

at  TELUS Digital

Woodstock, Western Cape 7925, South Africa -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate27 Jan, 2025Not Specified27 Oct, 2024N/AExcel,Centrevu,Data Analysis,Software Systems,Workforce Management,Scheduling,Metrics,Queue ManagementNoNo
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Description:

Position: Real Time Analyst
Department: Workforce Management
Overview:
Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.
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Updates and processes data for real-time performance analysis.

  • Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
  • Manages and monitors the queue for the Operations account against the attainment of passing service levels.
  • Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
  • Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
  • Escalates relevant information on account performance to Management and ensures proper document on major incidents.
  • Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
  • Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.
  • Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
  • Conducts training for new hires, or as required for Operations.

REQUIRED SKILLS + QUALITIES (TECHNICAL):

  • At least one (1) year of Workforce Management experience within the call center / customer service industry.
  • Formal training in Workforce Management (i.e. real-time data analysis, queue management) preferred.
  • Previous call center operations experience

REQUIRED SKILLS + QUALITIES (NON-TECHNICAL):

  • Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
  • Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred.
  • Working knowledge of call center operations and organization.
  • Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu)

How To Apply:

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Responsibilities:

Please refer the Job description for details


REQUIREMENT SUMMARY

Min:N/AMax:5.0 year(s)

Accounting

Accounts / Finance / Tax / CS / Audit

Accounts Management

Graduate

Proficient

1

Woodstock, Western Cape 7925, South Africa