Absa Group Limited (Absa) has forged a new way of getting things done, driven by bravery and passion, with the readiness to realise the possibilities on our continent and beyond.
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To ensure the efficient and effective utilization of workforce resources in a dynamic and real-time environment. This involves overseeing and optimizing the operational aspects of a contact centre or other customer engagement channels with a focus on real-time monitoring, scheduling, and strategic decision-making to ensure effective business outcomes whilst staff are optimally utilized.
Job Description
Key accountabilities
Accountability: Real-time and intraday monitoring and analyses
Utilize statistical techniques to identify, collect, and analyse data, presenting insights through easily comprehensible graphs, charts, tables, and reports to empower decision-makers with the information needed for crucial decisions based on various facts and trends.
Monitor, analyse, and provide insights to support solutioning for Contact Centres or other customer channels, ensuring optimal staffing levels at all times.
Interpret and analyse real-time workload data at a granular level, considering external factors, and support the coordination of appropriate staffing allocation for achieving sales and customer experience objectives.
Adjust intraday forecasts based on business drivers, including real-time call volumes and duration, and analyse reports to make staffing level recommendations for productivity, profitability, and customer experience goals.
Facilitate real-time discussions with stakeholders, gaining management approval for action plans and collaborating with the Workforce Planner to optimize colleague skills matrix and accurately map call types to available skills.
Administer volume contingency action plans, when necessary, map employee typologies to demand, and conduct root-cause analysis to enhance forecast accuracy.
Manage daily resourcing/staffing exceptions, update schedules, respond to escalated issues, and ensure accuracy and reliability in all reports.
Support the integration and implementation of new Contact Centre technologies, identify opportunities for process improvement, and proactively propose changes for enhanced operational effectiveness.
Accountability: Stakeholder and Workflow Management
Perform pre-set and daily workforce plans and schedules, and immediately accommodate intraday adjustments.
Plan, organize and complete tasks and activities in alignment with performance objectives.
Define, prioritise, and maintain workflow plans.
Coordinate work predominantly with electronic information and communication technologies to accomplish tasks.
Record and report on transactional activities to provide timely and accurate information.
Ensure up to date knowledge of practice and multiskilling opportunities.
Provide continuous improvement ideas with team members and managers and follow up on the implementation of accepted ideas.
Accountability: Risk and governance
Adhere to all risk and governance policies, standards and procedures and escalate
Comply with Risk and Control activities and adherences.
Accept accountability for system access granted in line with all Fraud Risk Management Policies.
Education
Bachelor's Degree: Economics, Bachelor's Degree: Physical, Mathematical, Computer and Life Sciences
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