WORK FORCE ANALYST - SCHEDULERS / RTA
Isilumko Staffing
Cape Town, Western Cape, ZA
1h ago

WORK FORCE ANALYST - SCHEDULERS / RTA

I am currently recruiting permanent staff within our WorkForce Management Team as I am hiring WorkForce Analyst-Schedulers / RTA's at the following levels :

ESSENTIAL FUNCTIONS :

  • Regularly performs volume and performance analysis and proactively communicates possible impacts to business
  • Supports management with all necessary reports and planning models to facilitate the process of decision making
  • Monitors actual activities and compares it to plan and makes recommendations for immediate changes
  • Staff the appropriate number of agents at the proper time based on recent / historical capacity drivers
  • Ensures that pre-planned activities are being scheduled in advance and communicated effectively
  • Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
  • Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
  • Executes skill change and reallocation requests and initiatives
  • Provides recommendations in case of understaffing / overstaffing
  • Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
  • Maintains confidentiality relative to the organizational strategies, objectives and practices
  • SKILLS :

  • Technical Skills
  • Dialer
  • Microsoft Excel (good excel skills)
  • Other outbound tools a plus
  • REQUIREMENTS :

  • Candidate must possess at least a Bachelor’s / College Degree
  • 2 years minimum experience in Workforce Management
  • Dialer experience for outbound campaigns a must
  • Excellent skills in scheduling and real-time time management a must
  • Strong organizational skills to ensure critical timelines are met
  • Accuracy and attention to details are must in this role
  • Detail-oriented with the ability to deliver project deliverables with little supervision
  • Excellent written, verbal, and e-mail skills, with the ability to interface effectively with individuals at various levels
  • Ability to effectively prioritize workload in a fast-paced, real-time, and frequently changing environment while remaining detailed and organized
  • Demonstrate analytical, organizational, problem-solving, and creative thinking skills
  • Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
  • Flexible and willing to work in shift schedules and during weekends
  • Package : R20k R24k Per Month + Benefits
  • Compulsory Docs :
  • Updated CV
  • ID Copy
  • Matric / Degree
  • Latest Payslip (If applicable)
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