Real Time Analyst

Real Time Analyst

Select One | Johannesburg, GT, ZA

Posted 20 days ago

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JOB SUMMARY: A global leader in contact center solutions is looking for Real Time Analysts to join their team. JOB DESCRIPTION: Duties and Responsibilities: Ensure real-time performance of agents throughout the day and provide recommendations to management to achieve service targetsManage & monitor agent availability to ensure that resources are adequately deployed & multi-skilling effectively optimizedMonitor, record, and escalate real-time schedule adherence incidentsWork closely with the operations team and management to analyze and improve the service delivery of the company to its clientsInternal reportingAssist with additional projects Requirements: 1 to 2 years’ experience in contact center environment, previous Work Force Management experience is considered an assetAdvanced experience with full Microsoft Office packageAbility to create reports and forecast resultsAttention to detail and high level of accuracyAbility to multi-task, focus and complete reports for extended periods of timeAbility to take initiativeFlexible team player with a positive attitudeMust have good time management skills with the ability to work with minimal supervision and under tight timelinesCapable of managing multiple, simultaneous projectsExcellent attendance recordAble to communicate professionally - oral and writtenProblem solving skills This position needs Real Time Analysts in Johannesburg and Cape Town.