We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of.
We deliver resourcing, outsourcing and advisory services from complaints to customer service, remediation to resilience – bringing together the pe...
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Monitor and manage contact centre demand across all campaigns daily.
Balancing activities / staffing to ensure that service levels are being met, including management of skills and invoke agreed plans to utilise the capacity and maximise productivity
Analyse and review intraday performance
Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
On the day schedule optimization to meet desired service levels and providing feedback to relevant stakeholders of impact to service levels, along with suggestions.
Understand and report on call drivers, working closely with the operational team to understand reasons for customer contact
Highlight any non-compliance to the relevant stakeholders
Assist in co-ordination of any on the day offline requirements,
Monitor the real-time adherence of all advisors on all sites in line with schedules
Work with the Operational management to ensure that the real-time management of the advisor groups is at an acceptable level
Complete all hourly & daily reports as set out by the Line Managers with accuracy
Maintain and update the WFM system with daily exceptions and attendance
Ensure that all service affecting incidents are documented and reported
Deal efficiently and accurately with internal client queries
Assist in the achievement of operational targets through real time monitoring and schedule amendments to maximize service delivery and productivity.
Job Requirements:
Grade 12 or equivalent NQF4 level qualification
Minimum of 12 months experience working within a Call Centre of a large operation
Relevant Tertiary qualification preferred
A minimum 2 years workforce planning analyst role is imperative
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