WFM Real time monitoring Role .
MIS background preferred
Good Communication Skill along with Advance Excel Knowledge
Power BI / Macros will be added advantage
Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable
Qualifications Required :
Matric / Grade 12 certificate.
Experience, Knowledge, Skills and Attributes Required :
6-12 months’ experience in a Customer Service environment (preferably in a collections environment);
Preference will be given to candidates with experience in dealing with international clients (particularly in the UK);
High proficiency in verbal and written English (a neutral accent is preferred as customers are businesses based in the UK);
Customer orientation in an international and multicultural context; able and willing to find out what the customer wants and needs and to act accordingly;
taking the organization's costs and benefits into account;
Focus on quality; set high quality standards for your work and strive for continuous improvement.
Experience in workforce management and optimising productivity.
Excellent ability to quantitatively and qualitatively analyse data and feedback with sound business acumen.