Real Time Administrator

SUMMARY: Our client is looking for RTAs for their contact centre in the Telecoms sector. The RTAs will be responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer forecasted volume of contacts at the desired service level. JOB DESCRIPTION: Primary Responsibilities Real time queue monitoring and utilisation of scheduled resources. Manage efficiencies and performance metrics. Monitor deviation in forecasted service levels to actual real time & recommend /take necessary steps to reduce the gap. Report on scheduled vs delivered hoursFunctional Skills and Competencies:Overall Understanding of Workforce ManagementUnderstands and know the purpose of the role and how it links to the other rolesGood knowledge of MS OfficeUnderstands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherenceAnalyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Service LevelsExperience:Minimum years of work experience in Contact Centre Industry as RTA
Cape Town, WC, ZA