Workforce Administrator wanted immediately: APPLY HERE
Durban, KwaZulu-Natal
The role:
The Call Centre Workforce Management Administrator (WFA) 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 WFM administrator 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.
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.
Are you this person?
Matric?
A related tertiary qualification would be advantageous?
Intermediate Microsoft Excel experience to include using formulas, filters, pivot tables, importing/exporting data from multiple sources?
Workforce Management experience in any function or facet (I.e., Real-time/Intraday Call Management, Workforce Administrator (Entry Level), or Workforce Analyst)?
Excellent verbal and written skills; high accuracy of work; fosters open two-way communication; excellent basic math (addition, subtraction, division, multiplication) skills?
Exceptional attention to detail?
Join us!
Should you wish to apply please email your CV to [email protected]
Apply Now
Source: Indeed
