Real Time Analyst at Santam Insurance

What will you do?

• Santam Operations, Shared Service department has a position available for a Real Time Analyst who will be based within the Auckland Park.

Key Responsibilities 
A real time analyst plays a critical role in monitoring and managing service levels in the contact centre in Real time. The successful incumbent will monitor and report on schedule adherence and impact on performance and assist with implementing schedule revisions, provide resource requirements and supports operational and financial planning for the Santam contact centres.

Duties and responsibilities include:

• Monitor and identify variances in core business key performance indicators and forecasts in Real Time
• Monitor schedule adherence and identify non-adherence
• Improving, executing and effectively communicate significant analyses that identify meaningful trends and opportunities across the business
• Highlight deviations to relevant role players to ensure compliance
• Validate deviations before updating the relevant systems
• Administer exception codes for schedules
• Generate the necessary analysis and compliance reports
• Escalate system problems when and if necessary as per the procedure
• Manage the accurate and timely production of short term call forecasts taking all influencing factors into account – in Real time
• Oversee and facilitate all planned off-phone time to optimize operational performance whilst ensuring all necessary activities are able to proceed.
• Liaise with key role players to produce accurate and timely staff plans including any opportunities to share workload between business areas. 
• Actively take part in managing workload within team to achieve all agreed SLAs and targets.
• Participate in manco meetings and contribute to address challenges through identifying and implementing possible improvements toward efficient operations.
• Function as a liaison between staff and management through analysing and interpreting data involving company procedures, policies, and workflows.

What will make you successful in this role?

• Capability Indicators 
• Monitor service level, volume, handling-time, shrinkage, occupancy and productivity
• Stable service levels, higher agent productivity, lower unplanned shrinkage levels
• Increased agent and team leader compliance vis-à-vis standard operating procedures
• Valid, up-to-date and correct MIS
• Valid, up-to-date and correct MIS as a basis for further analysis of shrinkage
• Valid, up-to-date and correct MIS and appropriate analysis, commentary and presentations
• Reduced system downtime and fewer system configuration errors

Minimum Requirements 

• Matric
• Insurance related qualifications (advantageous)
• Relevant tertiary qualification – computer science/ statistics/ maths/ business analysis will be advantageous 
• Specialized software training on workforce management solution an asset (Aspect be advantageous)

Experience

• 2 – 3 years Contact Centre experience
• Experience within a WFM environment advantageous
• Good understanding of contact centre processes and SLA’s
• Excellent computer literacy, particularly advanced Excel
• Report writing experience an advantage

Skills

• Detail orientation
• Analytical
• Organisational awareness
• Process improvement skills
• Interpersonal sensitivity
• Advanced analytical skills which includes collecting, organizing, analysing, and disseminating abundant information with accuracy
• The ability to write reports
• Strong communication skills (verbal, written, and visual communication)