SecureDrive Workforce Analyst at Fidelity Services Group

Overall Purpose of the job:   

• The successful incumbent will be responsible to assist with processing and maintaining all administrative duties to ensure optimal operational functioning within the customer service department. 

Minimum qualifications and experience: 

• Matric  
• A minimum of 2 years customer service experience
• At least 2 years administration experience within a client-centric environment
• Intermediate knowledge of CRM, IVR, ACD, dialler, and general customer management IT and telephony systems(OSCC)
• Computer skilled and solid Microsoft Office Experience (Excel pivots / formulas for reporting)

Main duties & Responsibilities: 

Workforce 

• Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figure
• Generate Agent schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts
• Monitors adherence to schedule in line with operational processes
• Assesses forecasting accuracy and put processes in place to optimise forecasting accuracy
• Identifies and highlights trends impacting service delivery, and ensures remedial plans are incorporated into planning
• Optimizes headcount requirements to reduce cost without impacting operational delivery
• Analyses schedule and makes recommendations for improvement, including impact on budget
• Real time monitoring
• Workforce supervisor application software training. 

Reporting 

• Consolidate and analyse management reports 
• Extract and report on consultants daily, weekly and monthly performance
• Data analysis and outline key department challenges
• Monitor and report on system inefficiencies
• Track and report system downtime 

Systems and processes 

• Identify procedural issues that affect operational efficiency
• Log requirements with respective developers to ensure issues is addressed
• Document system change requirements in line with management need
• Support other role players within the division to ensure that standard operating procedures remain up to date and relevant

People 

• Create new user access
• Creating new campaigns
• Manage teams access levels
• Department leave planning with supervisors

Behavioural Competencies 

• Team player
• Drive for results
• Action orientated
• Organising
• Planning
• Time Management
• Excellent communication skills (verbal and written)