Webhelp South Africa, Customer Experience Innovators
We believe that creating a better customer experience delivers improved revenues, reduced costs and more loyal customers. That's why our blue-chip clients trust us to deliver excellent experiences to their customers.
Established in 2013, we have 2 experience centres in South Africa with ambitions to grow...
Read more about this company
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)
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