Description:
- Utilising Excel to analyse Workflow data to assist with efficiency within the Contact centre
- Runs and analyses reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
- Completes root-cause analysis to determine and quantify reasons for planned variance and recommends changes to enhance accuracy and effectiveness
- Responds to escalated issues and ad-hoc requests
- Exception management on WFM tool along with real time management of all queues.
- Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
Qualifications/Education and other skills requirement -
- Graduate
- Call centre experience , RTA role Preferential
- Basic understanding of workforce management/Shrinkage/Avaya/WFM tool concepts.
- Ability to prioritize workload, meet deadlines and perform multiple tasks
- Excellent communication skills
- Good mathematical, Logical and analytical skills
- Problem solving attitude and attention to detail.
- Quick learner, positive attitude
- Good excel skills
Desired Skills
- Excellent/advanced excel skills
- Exposure to WFM Tools
12 Nov 2021;
from:
gumtree.co.za