Real Time Analyst at Webhelp SA

What you’ll be doing

• 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

What you’ll need

• Matric
• Excellent communication skills
• Proficiency in MS Office
• Excel skills (Advantageous)
• 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
• Experience with workforce management products and contact centre monitoring applications (Advantageous)
• Clear credit and criminal record