Join Our Team as a Real-Time Chat Analyst!
Are you a data-driven problem-solver with a knack for quick thinking? Do you thrive in a fast-paced environment where your insights directly impact performance? If so, we want you to join our team as a Real-Time Chat Analyst!
In this crucial role, you'll be the eyes and ears of our operation, with a primary focus on our multi-channel chat volumes. You will monitor key performance indicators (KPIs) in real time to ensure we meet our service level agreements (SLAs), making immediate decisions and communicating critical information to team leaders and management. This isn't just about watching a dashboard; it's about proactively identifying issues, anticipating challenges, and keeping our operations running smoothly and efficiently.
Key responsibilities will entail, but are not limited to:
- Real-Time Monitoring: Continuously track agent performance, chat volumes, and other crucial metrics to ensure SLAs are met. This includes monitoring and reporting on multi-channel campaigns such as WhatsApp Chat, Live Chat, email tickets and calls.
- Performance & Conversion Analysis: Analyze agent-level performance and conversion rates, identifying trends and providing actionable insights to improve efficiency and sales outcomes.
- Proactive Adjustments: Make real-time adjustments to chat and lead volumes based on agent availability and performance to handle unexpected spikes or lulls. While your primary focus is chat, you will also monitor the dialler to provide a holistic view of agent activity.
- Communication: Instantly alert stakeholders to significant changes or challenges and provide clear, concise updates on operational status.
- Reporting: Create and distribute daily, weekly, and monthly reports on performance, key trends, and conversion rates.
Experience required:
- Proven experience in a real-time analyst, workforce management, or similar role.
- Experience in monitoring omni channel performance
- Strong analytical skills with the ability to interpret complex data and make data-driven decisions on the fly.
- Excellent communication and interpersonal skills.
- A strong understanding of call center or contact center operations and metrics (e.g., AHT, ASA, occupancy, FCR, adherence).
- Power BI experience advantages
- SQL experience advantages
- Experience with Connex AI is a significant advantage.
- Advanced skills in Microsoft Excel and Google Sheets.
- A proactive mindset and the ability to stay calm under pressure.
Advantageous
- Experience with chat highly advantages
- Experience on Connex highly advantages
Job Type: Full-time
- How many years of data management experience do you have?
- How many years of real-time dialler experience do you have?
- What is the highest level of education you have completed?
- Are you in Cape Town, Western Cape?
Job Type: Full-time
Work Location: In person