Job Description

Job Title:


Sr. Representative, Real Time Management



Key Responsibilities:



Tracking and Measurement of Attendance and Schedule against plan. Monitor Delivery attainment on Real time basis. Release Reports as per RTA reporting schedule. Monitor Plan Vs Actual in terms of AHT and Actual by interval. Capture reasons for performance deviations. Review DOW and Intraday patterns. AHT profiling Assumption management. Responsible for real time monitoring on floor and managing service level metrics for an account Monitoring and management of Breaks for agents, schedule adherence, AHT Communication with client POCs regarding the service level and other metric status Responsible for preparing daily, weekly and monthly client/internal reports. Responsible for accuracy and timeliness of reporting, raise alerts if stack timelines are not met and devise methods to improve accuracy and timelines Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals. To collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company's commitment towards quality. To review the current processes of scheduling and staffing and uncover potential opportunities for improved efficiency. Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences. Develop schedules and staffing plans for assigned business in an accurate and timely manner. Identify schedule/plan changes in relevant databases and escalate issues as appropriate. Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders. Maintain various WFM tools and set ups e.g. IEX entities etc. Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.

Desired Skills

Planning Experience

: Minimum of 1 year of workforce planning experience.

Multitasking & Prioritization

: Proven ability to manage multiple tasks, prioritize effectively, and consistently meet deadlines.

High-Pressure Performance

: Self-starter with a strong sense of urgency who thrives under pressure.

Professionalism

: Highly professional with the ability to build and maintain strong business partnerships.

WFM Tools Proficiency

: Hands-on experience with one or more Workforce Management tools such as

IEX

,

eWFM

,

Avaya

, or

Genesys

is essential.

Microsoft Office Skills

: Proficient in

MS Excel

,

MS Access

, and other MS Office applications.

Queue & RTA Experience

: Real-Time Adherence (RTA) and Queue Management experience is a strong advantage.

Work Environment

: This is a

Work From Office (WFO)

role.

Location

: Candidate must be based in

Durban, South Africa

.

Location:


ZAF Durban - 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge
Language Requirements:


Time Type:


Full time

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