Sr. Representative, Real Time Management

Job Title:

Sr. Representative, Real Time Management

Job Description

Key Responsibilities:

• Tracking and Measurement of Attendance and Schedule against plan.
• Monitor Delivery attainment on Real time basis.
• Release Reports as per RTA reporting schedule.
• Monitor Plan Vs Actual in terms of AHT and Actual by interval.
• Capture reasons for performance deviations.
• Review DOW and Intraday patterns.
• AHT profiling
• Assumption management.
• Responsible for real time monitoring on floor and managing service level metrics for an account
• Monitoring and management of Breaks for agents, schedule adherence, AHT
• Communication with client POCs regarding the service level and other metric status
• Responsible for preparing daily, weekly and monthly client/internal reports.
• Responsible for accuracy and timeliness of reporting, raise alerts if stack timelines are not met and devise methods to improve accuracy and timelines
• Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.
• To collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
• To review the current processes of scheduling and staffing and uncover potential opportunities for improved efficiency.
• Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
• Develop schedules and staffing plans for assigned business in an accurate and timely manner.
• Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
• Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.
• Maintain various WFM tools and set ups e.g. IEX entities etc.
• Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.

Desired Skills

• Planning Experience: Minimum of 1 year of workforce planning experience.

• Multitasking & Prioritization: Proven ability to manage multiple tasks, prioritize effectively, and consistently meet deadlines.

• High-Pressure Performance: Self-starter with a strong sense of urgency who thrives under pressure.

• Professionalism: Highly professional with the ability to build and maintain strong business partnerships.

• WFM Tools Proficiency: Hands-on experience with one or more Workforce Management tools such as IEX, eWFM, Avaya, or Genesys is essential.

• Microsoft Office Skills: Proficient in MS Excel, MS Access, and other MS Office applications.

• Queue & RTA Experience: Real-Time Adherence (RTA) and Queue Management experience is a strong advantage.

• Work Environment: This is a Work From Office (WFO) role.

• Location: Candidate must be based in Durban, South Africa.

Location:

ZAF Durban - 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge

Language Requirements:

Time Type:

Full time

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