Job Description

Job Category: Workforce Management
:
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 customers.
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.

Qualifications:
Requirements:

• A minimum of 12 months Real Time Analyst experience (Must currently be in a RTA role)
• Grade 12/ Matric
• Clear credit and criminal record

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.

** In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets. **

Skills Required