Real Time Administrator - Johannesburg at TransUnion

What You'll Bring:

• Monitor Call Volume flows, targets & misses on SLA metrics, take mitigation steps to ensure SL’s are met Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non schedule adherence and take immediate action to improve performance.
• Work on real-time requests related to schedule changes, off phone activities and profile changes Analyze daily efficiency metrics reports and communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance Initiate escalation process for system outages and Service Level Agreements (SLA) risks
• Be the primary interface between WFM and operations while strengthening a positive partnership and improving their delivery processes
• Monitors inbound operations to ensure optimal staffing levels.
• Facilitates real-time discussions with necessary stakeholders.
• Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
• Administers volume contingency action plans as deemed necessary and appropriate.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned
• Prepare & deliver daily service levels, adherence/non-adherence reporting to management on volume, average handle time, schedules (shift, training), Shrinkage, utilization, employee activity (on all efficiency metrics)
• Conduct root cause analysis on any discrepancies or deviations from the standard process.
• Provide insights on existing data to internal/external stakeholders
• Process all unplanned changes/adjustments to the schedule and optimize schedules daily in response to shrinkage: call outs, late, and other
• Training/Nonproductive activities, Monitor and coordinate daily 1 on 1 and team meetings to ensure minimal impact to service levels
• Solicit extra hours (Overtime) where applicable, to ensure staffing meets forecasted volumes

Impact You'll Make:

• Monitor Call Volume flows, targets & misses on SLA metrics, take mitigation steps to ensure SL’s are met
• Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non schedule adherence and take immediate action to improve performance.
• Work on real-time requests related to schedule changes, off phone activities and profile changes
• Analyze daily efficiency metrics reports and communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance Initiate escalation process for system outages and Service Level Agreements (SLA) risks
• Be the primary interface between WFM and operations while strengthening a positive partnership and improving their delivery processes
• Monitors inbound operations to ensure optimal staffing levels.
• Facilitates real-time discussions with necessary stakeholders.
• Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
• Administers volume contingency action plans as deemed necessary and appropriate.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned
• Prepare & deliver daily service levels, adherence/non-adherence reporting to management on volume, average handle time, schedules (shift, training), Shrinkage, utilization, employee activity (on all efficiency metrics)
• Conduct root cause analysis on any discrepancies or deviations from the standard process.
• Provide insights on existing data to internal/external stakeholders
• Process all unplanned changes/adjustments to the schedule and optimize schedules daily in response to shrinkage: call outs, late, and other Training/Nonproductive activities, Monitor and coordinate daily 1 on 1 and team meetings to ensure minimal impact to service levels
• Solicit extra hours (Overtime) where applicable, to ensure staffing meets forecasted volumes