Real Time Analyst Job, Other Professions,

Job Position: Real Time Analyst – Contact Centre

REFNO: RTM-CC-07_12_2020

Location: Nairobi

Job Description

The RTA will be responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming/outgoing calls at the desired service level.

Responsibilities

  • Real-time and/or intra-day management of resources to ensure an accurate number of resources are scheduled appropriately and are available to support a forecasted volume of inbound and outbound calls required to meet service levels.
  • Monitor all contact and communication center sites, as well as adjust intra-day forecasts derived from business drivers to determine required staffing levels by projecting call volumes, call duration, as well as scheduled and unscheduled activities using current trends and historical data.
  • Run and analyze reports and make recommendations for adjusting staffing levels to meet departmental expectations and productivity goals.
  • Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
  • Monitors site to ensure optimal staffing levels.
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Administers volume contingency action plans as deemed necessary and appropriate.
  • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Facilitates real-time discussions with necessary stakeholders.
  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
  • Ensures that all reports originating from the department are accurate and reliable.
  • Helps with the integration and implementation of new call center technologies.
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Qualifications

  • Intermediate knowledge of call center management and all related calculations
  • Intermediate knowledge of various forecasting / scheduling software
  • Strong organizational skills
  • Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
  • Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
  • Ability to work independently with minimal supervision.
  • Capability of problem solving
  • 3 years’ experience working in a contact center
  • Strong understanding of Contact Center best practices

How to Apply

If this sounds like you, send us your CV to: [email protected]

Application Deadline: 5th January 2021

Include your salary expectation on the one-page cover letter.

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