Job Summary

• Workforce Management Real-Time Analyst is to ensure the efficient and effective utilization of workforce resources in a dynamic and real-time environment. This involves overseeing and optimizing the operational aspects of a contact centre or other customer engagement channels with a focus on real-time monitoring, scheduling, and strategic decision-making to ensure effective business outcomes whilst staff are optimally utilized.

Job Description

Accountability: Real-time and intraday monitoring and analyses

• Utilize statistical techniques to identify, collect, and analyse data, presenting insights through easily comprehensible graphs, charts, tables, and reports to empower decision-makers with the information needed for crucial decisions based on various facts and trends.
• Monitor, analyse, and provide insights to support solutioning for Contact Centres or other customer channels, ensuring optimal staffing levels at all times.
• Interpret and analyse real-time workload data at a granular level, considering external factors, and support the coordination of appropriate staffing allocation for achieving sales and customer experience objectives.
• Adjust intraday forecasts based on business drivers, including real-time call volumes and duration, and analyse reports to make staffing level recommendations for productivity, profitability, and customer experience goals.
• Facilitate real-time discussions with stakeholders, gaining management approval for action plans and collaborating with the Workforce Planner to optimize colleague skills matrix and accurately map call types to available skills.
• Administer volume contingency action plans, when necessary, map employee typologies to demand, and conduct root-cause analysis to enhance forecast accuracy.
• Manage daily resourcing/staffing exceptions, update schedules, respond to escalated issues, and ensure accuracy and reliability in all reports.
• Support the integration and implementation of new Contact Centre technologies, identify opportunities for process improvement, and proactively propose changes for enhanced operational effectiveness..

Accountability: Manage self 

• At all times adhere to and perform work per the pre-set daily workforce plans and schedules, and immediately accommodate intraday adjustments.
• Maintain confidentiality.
• Plan, organize and complete tasks and activities in alignment with performance objectives. 
• Define priorities and maintain an orderly workflow.
• Coordinate work predominantly with electronic information and communication technologies to accomplish tasks.
• Embrace change initiatives and positively contribute to the success thereof. 
• Record and report on transactional activities to provide timely and accurate information.
• Owning and being proactive about own training and development by participating in all scheduled training and multiskilling opportunities as well as coaching sessions. 
• Share continuous improvement ideas with team members and managers and follow up on the implementation of accepted ideas.  

Accountability: Adherence to risk and governance

• Strictly adhere to all risk and governance policies, standards and procedures and escalate associated risks.
• Comply with Risk and Control activities and adherences.
• Comply with all Human Resources policies and procedures.
• Understand and accept responsibility for all system access granted in line with all Fraud Risk Management Policies.
• Complete all compliance training within prescribed timelines.

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)