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Real Time Analyst

Reference: 

copy-1324420

Location: 

Cape Town CBD

Source: 

Full Circle Contact Centre Services (PTY) LTD

an Intraday Analyst you will be tasked with managing the Intra-day performance of the contact centres. Coordinating resource movement and offline activities across the business in order to ensure that 80% of our customer calls are answered within 20 seconds of being presented from the IVR.

Leadership and Supervision

  • Real Time management and analysis of Inbound Telephony and Correspondence service levels and productivity and acting to ensure service levels are met
  • Maximise call centre performance through effective optimisation and real-time scheduling of individual and team resource/activities
  • Plan and communicate offline activities whilst ensuring a minimum impact to the business
  • Analyse and identify potential issues before they occur and make the necessary recommendations to improve resources e.g. shift patterns, optimisation, reducing shrinkage
  • Communicate all performance impacts and achievements to the Operation
  • Negotiate and challenge adherence to schedules and productivity with Managers at agent, team and department level
  • Identify individual, team and site productivity trends and communicate to Managers e.g. coaching, off phone shrinkage, AHT

Client Services

  • May be required  to attend client workshops to give effective feedback on  opportunities to improve customer journeys and client services offered 

Implementation of Guidance and Policy

  • Implements, maintains and manages the cascading of all relevant Capita policies & procedures to team members
  • Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site

Capita Values

Implement and practice the Capita Values through practical application of the behaviours required as a VALUES
champion and actively pursue our promise of a great experience again and the purpose of helping to enable others

  • Strong communication skills
  • Strong prioritisation skills
  • Excellent Team Player
  • Good understanding of SLAs and business focus
  • Strong numerical, analytical and problem-solving abilities
  • Excellent timekeeping and punctuality
  • Working with people
  • Relating and networking
  • Persuading and influencing
  • Creating and Innovation
  • Coping with pressures and setbacks
  • Achieving personal work goals and objectives
  • Ability to work autonomously
  • Results orientation / Accountability
  • Analysis & Problem Solving
  • Customer Service Orientation
  • Communication / Interpersonal Skills Team Work
  • Attention to detail
  • Resilience / Adaptability
  • Speed to Action





















Industry: 

Call Centre

Job Type: 

Permanent

Date Posted: 

2017-11-10