CORE ACTIVITIES & ACCOUNTABILITIES

• Monitors daily absenteeism and sends a report to the Workforce Manager
• Provides real-time status anomalies to operations
• Track, report and call out real-time adherence issues
• Monitors non-adherence and communicates out-of-line situations
• Identifies issues that may impact the site’s ability to meet service levels in real-time
• Reviews performance across skill sets and recommends real-time changes that will improve site performance
• Consult with Workforce Management to determine the best course of action to fill resource needs at store level
• Process shift swaps, schedule change requests, and time off requests after schedules are released by operations
• Stay abreast of WFM best practice and technologies to continuously improve this function within the business

Reporting and Administration

• Accurately captures exceptions and real-time reporting
• Produces accurate daily Workforce Management performance reports to various levels of management covering all areas of the business
• Produces daily and weekly absenteeism Reports
• Adjusts real-time schedule to accommodate extra-time as governed by the scheduling process

JOB SPECIFICATIONS

• Grade 12
• Experience in Call Centre Environment will be advantageous
• 2 to 3 years experience in a Customer Service Environment
• MS Excel – Intermediate to Advance
• Excellent written and oral communication
• Attention to detail
• Customer service orientation
• Ability to deliver results in a fast-paced and dynamic environment
• Excellent decision-making skills, critical thinking skills as well as organisational skills