Overview
Time Analyst CPT Jobs in Durban, South Africa at CXP are now part of the Huntswood Group
Position: Â Real Time Analyst CPT)
Job Overview:
Thepurposeof this role is to ensure that work schedules are adhered to and that performance KPI’s and NET FTE requirements are met by real-time and intraday management of resources.
Job Responsibilities
Monitor and manage contact centre demand across all campaigns daily.
Balance activities / staffing to ensure that service levels are being met, including management of skills and invoke agreed plans to utilize the capacity and maximize productivity.
Analyze and review intraday performance.
Complete root cause analysis to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.
On the day scheduleoptimizationto meet desired service levels and provide feedback to relevant stakeholders of impact to service levels, along with suggestions.
Understand and report on call drivers, working closely with the operational team to understand reasons for customer contact.
Highlight any non-compliance to the relevant stakeholders.
Assist in coordination of any on the day offline requirements.
Monitor the real-time adherence of all advisors on all sites in line with schedules.
Work with the Operational management to ensure that the real-time management of the advisor groups is at an acceptable level.
Complete all hourly & daily reports as set out by the Line Managers with accuracy.
Maintain and update the WFM system with daily exceptions and attendance.
Ensure that all service affecting incidents are documented and reported.
Deal efficiently and accurately with internal client queries.
Assist in the achievement of operational targets through real-time monitoring and schedule amendments to maximize service delivery and productivity.
Job Requirements
Grade 12 or equivalent NQF4 level qualification.
Minimum of 12 months experience working within a Call Centre of a large operation.
Relevant Tertiary qualification preferred.
A minimum of 2 years workforce planning analyst role is imperative.
Previous experience on a WFM Tool.
MS Excel Proficiency.
Required Skills
Advanced report writing skills (proficiency in MS Excel).
Effective decision-making skills.
High levels of analytical capability.
Highly organized.
Team player.
Self-managed.
Ability to deliver great insights.
Core Behavior
Huntswood’s employees are described as dependable, driven, andcollaborative. The job holder should be able to demonstrate they are:
Confidential, reliable, and genuine.
Dynamic, passionate, and determined.
Friendly, compassionate, and cooperative.
“It’s not just about what we do, but the way we do it. And it’s our values that make us special.”
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Title: Time Analyst CPT
Company: CXP are now part of the Huntswood Group
Location: Durban, South Africa
Category: Customer Service/HelpDesk
