Job Description

Workforce Management (WFM)

Location

Cape Town, South Africa

Job Title:


Associate, Real Time Management

Job Responsibilities

Intraday real time monitoring of service levels for all queues for the site throughout the operating window. Managing Real Time updates on Service Levels, Contact data and other KPIs
Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
Communicate and call out changes to incoming contact patterns to operations and the broader WFM team Support changes within routing profiles to move associates as needed Work closely with other WFM teams to drive delivery results Monitor Realtime adherence using tools available, IEX, CMS. Update schedules as needed and in client systems Participate in relevant meetings. Provide input to stakeholders and drive labour management Work closely with operations management to maintain the level of efficacy our clients are expecting. Service level Management, Occupancy, Adherence, etc. Interact with Client & CNX Command Centres, Work Force Management Groups.

Desired Skills

Good analytical, numerical and problem-solving skills. WFM-RTA experience - preferred. High proficiency in Microsoft Excel Preferred. Must possess effective organizational and time management skills with the ability to multitask proficiently. Must be able to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure. Strong team building skills and ability to work within a team., including strong logical thought processes. Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives. Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high-pressure environment.

Location:


ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town
Language Requirements:


Time Type:


Full time

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