Minimum qualifications and experience:

• Matric 
• A minimum of 2 years customer service experience
• At least 2 years administration experience within a client-centric environment
• Computer literacy in Microsoft Outlook, Excel, Word and PowerPoint

Main duties & Responsibilities:

Workforce

• Review forecasted call volumes, average handling time and shrinkage to calculate the required headcount figure
• Complete agents’ schedules within agreed timelines and in line with call volumes, average handling time and shrinkage forecast
• Monitor adherence and report to supervisor for actioning
• Optimise forecasting accuracy
• Create and manage processes to optimise accurate forecasting
• Real time monitoring in collaboration with department supervisor

Reporting

• Consolidate and analyse management reports
• Extract and report on consultants daily, weekly and monthly performance
• Data analysis and outline key department challenges
• Monitor and report on system inefficiencies
• Track and report system downtime

Systems and processes

• Identify procedural issues that affect operational efficiency
• Log requirements with respective developers to ensure issues is addressed
• Document system change requirements in line with management need
• Support other role players within the division to ensure that standard operating procedures remain up to date and relevant

Project management

• Meeting with project clients to assess their needs and define project requirements, acceptance criteria and project timelines
• Assign tasks to team members and help them understand what’s expected from them in terms of project milestones and deliverables
• Be the liaison between the project team and ADT SD team throughout the project life cycle
• Help monitor project progress and team members’ performance and provide updates to project stakeholders
• Schedule stakeholder meetings, document and generate project and post implementation reports
• Foster cross-team collaboration to help project team members complete project tasks and produce deliverables

People

• Create new user access
• Creating new campaigns
• Manage teams access levels
• Department leave planning with supervisors