Real Time Analyst

at  Webhelp

Job Advert
If you have a critical eye for detail and have stellar organisation skills, then you could be the talent we’re looking for to fill the role of Real Time Analyst in our vibrant Cape Town office.
Working on the MediaCom campaign, we’re looking for someone who appreciates structure and can create functional order before things become chaos! You’ll need to work systematically, think analytically and act swiftly to ensure efficiency.
You will be responsible for ensuring the contact centre is operating consistently in line with operational procedures and achieving client targets so you’ll need to be quick on your feet to problem solve and find solutions.
If you’re ready to take on an opportunity to boost your career then apply today.

YOUR QUALIFICATIONS AND EXPERIENCE

Concentrix is a great match if you have:

• Matric
• Excellent communication skills
• Proficiency in MS Office
• Excel skills (Advantageous)
• Knowledge, experience and understanding of key contact centre performance metrics such as service levels, delivery against target intervals, call monitoring as well as schedule adherence
• Experience with workforce management products and contact centre monitoring applications (Advantageous)
• Clear credit and criminal records
• Applicants need to be in their current role for a minimum of 6 months

Please note that the appointment will be made in line with the in line with the company’s EE plan
Each Game-changer brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients.
After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers today.
Job Reference: SA0320

As a Real Time Analyst on our team, you will:

• Analysing trends such as call volume, average handle time and attendance to understand and plan for potential over staffing/under staffing
• Monitoring and tracking access issues across all levels and all required systems
• Tracking and logging network issues to provide insights to operations and impacts on performance
• Monitoring schedule adherence to assist the management team in achieving target driven adherence goals
• Retrieving all messages recorded on the attendance line
• Monitoring workforce management as required