Real Time Analyst - Cape Town at Webhelp SA

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