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  • Posted: Feb 7, 2024
    Deadline: Not specified
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  • Webhelp South Africa, Customer Experience Innovators We believe that creating a better customer experience delivers improved revenues, reduced costs and more loyal customers. That's why our blue-chip clients trust us to deliver excellent experiences to their customers. Established in 2013, we have 2 experience centres in South Africa with ambitions to grow...
    Read more about this company

     

    Real Time Analyst - Cape Town

    What you will do in this role

    As a Real Time Analyst on our team, you’ll be:

    • Analysing trends such as call volume, average handle time and attendance to understand and plan for potential over staffing/under staffing
    • Monitoring and tracking access issues across all levels and all required systems
    • Tracking and logging network issues to provide insights to operations and impacts on performance
    • Monitoring schedule adherence to assist the management team in achieving target driven adherence goals
    • Retrieving all messages recorded on the attendance line
    • Monitoring workforce management as required

    Your qualifications

    Concentrix + Webhelp is a great match if you have:

    • Excellent communication skills
    • Proficiency in MS Office
    • Knowledge, experience and understanding of key contact centre performance metrics such as service levels, delivery against target intervals, call monitoring as well as schedule adherence
    • Clear credit and criminal records

    It will be a plus if you:

    • Have experience with workforce management products and contact centre monitoring applications
    • Have proficient Excel skills

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Webhelp SA on jobs.webhelp.com to apply

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