Job Description

Responsible for intra-day management processes for operations located in Cape Town, South Africa. To achieve business service level objectives efficiently. Create and manage reports for internal and external customer.
Role & Responsibilities:
Efficiently monitor and manage intra-day staffing, service level and line adherence
Provide timely, accurate reports on intra-day performance.
Monitor and drive schedule adherence.
Communicate effectively with internal and external customers.
Perform other duties and assignments as directed.
General Skills:
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
Incident management skills
Solid critical thinking, problem solving, and interpersonal skills.
Demonstrates ability to give and receive feedback with peers and business partners.
Must demonstrate sound arithmetic, analytical and problem-solving ability.
Excellent verbal, written and comprehension skills.
Technical Skills:
Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
Knowledge of WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS, Genesys and ASPECT etc.
Criteria:
General Skills:
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
Incident management skills
Solid critical thinking, problem solving, and interpersonal skills.
Demonstrates ability to give and receive feedback with peers and business partners.
Must demonstrate sound arithmetic, analytical and problem-solving ability.
Excellent verbal, written and comprehension skills.
Technical Skills:
Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
Knowledge of WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS, Genesys and ASPECT etc.
Must have a minimum of 1 year RTA experience
Must have Grade 12/Matric
** In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets. **

Skills Required