Real Time Analyst - Northern Suburbs (Cape) at Flash Group

Description

• Actively managing and driving on-shift metrics recommendations, guiding DMs and TLs on where they need to focus
• Assist with issue logging, follow-up, escalation, and communication throughout the resolution process, internally and externally stakeholders
• Identify and present improvement initiatives and drive the implementation of signed-off initiatives.
• Supply timely reports and insights that assist operations with decision making.

Real Time Monitoring 

• Conduct real time monitoring of in-shift performance and identify any trends where performance is off-target.
• Review performance across staff complement and function, and recommend real time changes to improve performance.
• Conduct real time monitoring of staff capacity and develop risk mitigation plans based on insights gained.
• Escalate any technical and/ or systems constraints, issues, down-time to relevant managers in order to address and resolve.
• Provide continuous input on improvement of procedures and processes.
• Provide continuous input on improving the client experience and service.
• Maintain team schedule and asset register.
• Monitor and report on incorrect use of internal systems to applicable managers on duty.
• Monitor and manage peak times and operational capacity and allocate resources appropriately.

Reporting 

• Compile and interpret reports and data, and advise on (and implement) midcourse corrections.
• Compile client retention and satisfaction reports and advise on midcourse corrections.
• Setup and monitor management-approved key metrics and performance on each metric within a satisfactory range.
• Report on said metrics and performance to management satisfaction.
• Achieve ratings on above mentioned reports within a satisfactory range.
• Ensure continuous improvements on said metrics.

Continuous Improvement 

• Assist team to solve problems for end users.
• Maintain responsibility over the issue logging function and identify means of improvement the quality of data, the process of adherence and the turnaround time on issues 
• Actively search for feedback from existing and historic consumers on ways to improve our product, service, and means of engagement.(CSAT)
• Identify ‘best practice’ processes and methodologies relating to functions in the call centre, and attempt to implement said ‘best practice’ solutions.

Communication Management 

• Ensure client interaction logs are kept up to date on Salesforce.
• Ensure other required documents, reports and email accounts are kept up to date and accurate.

Quality Management and Data Security 

• Ensure that absolute customer confidentiality and protection of personal information is maintained.

Requirements

• Matric 
• Relevant Data or Call Centre Operations Certifications (desirable)
• 3+ years in Call Centre’s
• 2+ years in a Call Centre Analyst Role (RTA)
• Team performance reporting
• Administration

Technical Skills:

• Data analysis
• Technical support
• Working within a digital environment
• CRM system experience
• Data interpretation and analysis experience

Behavioural Skills:

• Voice and Non-voice experience
• Excellent English skills
• Excellent communication 
• Conflict management
• Examining Information
• Adopting Practical Approaches
• Providing Insights
• Establishing Rapport
• Making Decisions
• Directing People
• Taking Action

Important Compentencies:

• Interacting with People
• Interpreting Data
• Convincing People
• Articulating Information
• Empowering Individuals
• Showing Composure
• Resolving Conflict
• Thinking Positively
• Meeting Timescales
• Upholding Standards