Real Time Analyst BPO

Careerbox

uMhlanga

Introduction

This role is intended to support the Operations in delivering to the staffing plans that are agreed internally and externally with our Clients.

Duties & Responsibilities
• Monitor and manage contact centre demand across all campaigns on a daily basis.
• Balancing activities / staffing to ensure that service levels are being met,
• Analyse and review intraday performance,
• 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
• invoke agreed plans to utilise the capacity and maximise productivity
• Assist in co-ordination of any on the day offline requirements,
• Monitor the real-time adherence of all agents on all sites,
• Work with the Operational management to ensure that the real-time management of the agent groups is at an acceptable level
• Complete all daily, weekly and monthly reports as set out by the Line Managers
• Maintain and... More Detail

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