Job Title:
Real Time Analyst
Job Description
Tasks and Responsibility:
- Real-time Monitoring of all service channels (Phone, Chat, Social Media, Email), as well as offline tasks and make adjustments in the distribution of available resources to ensure service delivery within SLA agreements
- Act as the first point of contact for any escalations, outages, system issues or any other production impacting situations
- Responsible for updating and maintaining attendance information in the Workforce Management application
- Prepare different reports on a daily basis, ensuring accuracy and compliance with guidelines and that all data is gathered and stored appropriately for an accurate audit
- Effectively plan all offline activity to ensure there is no detrimental impact on customer service, whilst ensuring advisors receive 121’s, team meetings, training and all other offline tasks;
- Provide support to team leaders in the use of workforce management, to meet and exceed all agreed KPI’s, SLA’s
- Make a schedule that helps to influence employee satisfaction index, attrition and absenteeism
- Keep close cooperation and communication with the client, ensure that related requests from the client are responded promptly
- Fulfilment of HR reporting and Payroll reporting relation to absence tracking, overtime and bonus payments
- Flexibility to perform ad-hoc and other duties to ensure delivery of services meeting SLAs agreed as assigned by management
Required knowledge / skills / experience:
- Analytical skills
- Data-driven
- Good working knowledge of Microsoft Office Applications
- Challenge existing approaches and offer continuous improvements to planning processes
- Be comfortable with data models
- Understand customer demand and ensure forecasting & planning is optimized
- Good communication skills
- Workforce Planning within Contact Centres experience could be considered as an advantage
Location:
GHA Accra - No 18, Castle road North Ridge
Language Requirements:
Time Type:
Full time
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