Real Time Analyst
EXL Service
Cape Town CBD, Western Cape, ZA
1m ago
source : Careers24
  • Generate / Update schedules and rosters · Monitors all dialer activities and leads while ensuring adherence to strategy · Monitors the inbound / outbound queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses · Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements / voluntary time off to ensure efficient and effective staffing · Reports, communicate, tracks and logs all downtime / system issues and concerns to the right owners and keeps stakeholders updated with progress · Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data · Keeps abreast of best practices for Dialer and Inbound activities · Regularly performs volume and performance analysis and proactively communicate possible impacts to business · Supports management with all necessary reports and planning models to facilitate the process of decision making · Monitors actual activities and compare it to plan and make 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 · 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
  • Matric
  • Last 6 months average P4P 3.5
  • Should have minimum 12+ months tenure in current role (band)
  • Band A1 and above Should be eligible for movement under the Progressive Disciplinary Policy (No disciplinary live sanctions at the time of application - Refer to the policy document for further details)
  • No NCNS in the last six months.
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