Job Openings at Ignition Group

Key Focus and Duties:

• Accurately prepare forecasts and budgets for call & non-call workloads and resource, monitoring drivers against business change & developing models to improve accuracy.
• Determine and communicate short term/medium term staff capacity and roster establishment for phone/non phone staff to 6 weeks in advance.
• To constantly monitor and propose effective shift patterns to match business requirements, optimizing performance of all Customer Centre teams and maximizing agent satisfaction by providing flexible options.
• To make recruitment recommendations and identify opportunities and benefits offered through skills-based routing.
• To identify and pro-actively manage changes to the shift patterns to deliver improved customer service, working as team with Operations, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.
• To be aware of and record business, resource, and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
• To monitor recruitment and communicate with the People Team to make advanced plans for required shift changes to optimize delivery of resource and skills, identifying when new groups and Team Managers are required.
• To work closely with the Resource Planning and Real Time, monitoring performance and trends with the MIS team and providing consultative support to the operational team.

Requirements

We’d love to hear from you if...

• You have a Matric Qualification?
• 2-3 years' Experience as a Resource Planner
• Good understanding of workforce, Forecasting, Scheduling, Real-Time as well as have responsibility for the production and delivery of MI (Management Information).
• Strong observational skills.
• Confident personality

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The detail:

Scheduling

• Complete and manage schedule exceptions/adjustments for the company daily.
• Ensures the accuracy and timeliness of data by responding to time-off requests, schedule changes, and other types of requests.
• Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.   
•  Accurately tracks and manages contact centre schedule adherence.

Analysis

• Conduct analysis and recommend solutions to address real time performance opportunities.

Reporting

• Prepare daily/weekly/monthly and ad-hoc reports and distribute to Management.
• Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.

General

• Perform other related duties as assigned by management.

Purpose of the Job

• The Call Centre Real Time Analyst will partner with and directly reports to the Workforce Management team . The Real Time analyst will monitor real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and sales performance goals. On a regular and continuous basis, the Real Time Analyst must exercise judgment, integrity and assume responsibility for decisions, consequences and results having an impact on people, cost and quality of service within the organization     

Requirements

• Manage and complete schedule exceptions/adjustments for the company on a daily basis.
• Ensures the accuracy and timeliness of data by responding to time-off requests, schedule changes, and other types of requests.
• Monitor all real-time and intra-day activities to ensure operational goals are met.
• Accurately tracks and manages contact centre schedule adherence.