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  • Posted: Jan 10, 2022
    Deadline: Not specified
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    Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations. We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
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    Lead Associate - RTA

    Job Description

    JOB PURPOSE

    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 an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.

    KEY RESPONSIBILITY AREAS

    1.     Accurate Attendance/Absence updating on eWFM & any absence reporting.

    2.     Monitor contact centre to ensure optimal staffing levels.

    3.     Intraday reporting

    4.     Flagging all/any deviations to schedules

    5.     Facilitate real time discussion with relevant stakeholders.

    6.     Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

    7.     Ensures that all reports originating from the department are accurate, relevant and reliable.

    8.     On the day schedule optimization in order to meet desired service levels, and providing feedback to relevant stakeholders of potential impact to service levels, along with suggestions.

    9.     Trend analysis on all measures which impact the overall performance of the business unit.

    10.   Regular planned huddles with Operations highlighting key focus areas.

    11.   Accurately tracking all/any movement of headcount. (attrition, new recruits)

    12.   Ensuring that all headcount databases are accurate and aligned. (eWFM, UIP, Headcount files)

    13.   Real Time shrinkage/adherence management

     

    Qualifications

    Essential

    • Matric / Grade 12 or international equivalent

    • Call Centre Maths

    • Industry relevant training courses, including WFM processes, terminology and tools

    Preferred

    A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education

     

    EXPERIENCE REQUIRED

    Essential

    • Min 2 year’s experience in a WFM team.

    • Min 2 year’s experience in trend analysis.

    • Spread sheets with formula application and/or database software (Excel, Access)

    • Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software.

    • Advanced MS Office

    Method of Application

    Interested and qualified? Go to WNS Global Services on jobs.smartrecruiters.com to apply

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