Job Purpose

• Contribute to day to day operational excellence by monitoring agent behavior according to internal scheduling and track achieved targets on a half hourly basis. Resolve the operational performance variance and escalate to higher levels when required. Analyze the trends and work activities on a daily, weekly and monthly basis and support future planning activities for the work force and contributes to FTE target planning.

Responsibilities

• Operations and Customer Experience Management
• Monitor all agent activities with regards to dynamic break movement and floor management to track the half hourly targets. 
• Identify potential bottle necks and raises red flags in a timely manner for the Operations team to respond.
• Drive maximum utilisation of additional time to limit operational wastage and to maximise returns, and cost-saving, i.e. are we working/dialling.
• Identify exceptions through root cause analysis and communicate to the operations team with remedial actions (Solution Based Service Offering model).
• Work Scheduling and Allocation
• Develop short or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
• Achieve daily, weekly and monthly agent adherence to schedule as per defined targets.
• Manage schedule change requests and schedule administration updates. 
• Schedule and responds to escalated issues and ad-hoc requests.
• Make immediate changes to the schedule to mitigate the risk of not achieving Customer targets.
• Insights and Reporting
• Analyze reports and make recommendations for adjusting staffing levels to contribute to departmental productivity and profitability goals.
• Data Collection & Analysis
• Collate and analyze data using pre-set tools, methods and formats to understand the impact of the customer experience.
• Performance Management
• Respond to personal objectives and use performance management systems to improve personal performance.  OR Monitor the performance of the team; ensure the RTA team processes their log allocations efficiently and correctly; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality.
• Operational Compliance
• Identify, within the team, instances of non-compliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
• Ensures the RTA team processes Webstation and SysAid requests within the rules, and within the required TAT.
• Project and Program Stakeholder Engagement
• Deliver stakeholder engagement activities to support development of effective working relationships and to identify and respond to stakeholder needs and concerns.
• Communicates with the internal stakeholders on the real time results (from Team Managers to Head of Brands).
• Provides remedial solutions to stakeholders in order to protect Customer Experience.
• Improvement / Innovation
• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
• Administration
• Produce, update and provide best practice support on complex MS documents, databases and other departmental systems, advising colleagues when needed, and using own expertise to help improve processes.
• Manage, update and process WFM logs and work items allocated from business, and resolve within TAT SL.
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation and labour law legislation, and industry best practices through ongoing education.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Bachelor of Commerce/ Information Technology or equivalent (Advantageous); Avaya/CMS, IEX, Qstory experience and knowledge (Advantageous); Lean Six Sigma White/Green Belt Certification (Advantageous)

Experience

• 2 or more years experience in a contact centre and/or team lead experience (Essential);
• Previous workforce management experience (Advantageous)
• Experience in financial services industry (Advantageous).