INDUSTRY – CALL CENTER
REPORTING TO; WFM/MIS Supervisor
EXPERIENCE: 3 Years
Job Purpose: The Real Time Analyst will be responsible for real-time and/or intraday management of resources to
ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume
of incoming calls at the desired service level.
Duties & responsibilities
✓ Responsible for monitoring and reporting real time behaviors using adherence software and ACD real time
display
✓ Monitor key call center performance metrics such as service level, Talk Time, SLA, occupancy, adherence,
handle time as well as call out any behavior issues brough about by the agent of system violation, etc.
✓ Provide real-time feedback to Work Force Management (WFM) and Operations management on the status
of the campaign for quick problem solving and to maintain call traffic flow.
✓ Required to change multiple agent skills with quickness and precision to manage daily workflow, including
new hire set up, and reporting updates
✓ Monitor same day and/or short-term non-phone related tasks to distribute and manage workload
✓ Monitor timely retrieve and accurately report all calls handled under duty phone management process.
Updating schedules to reflect change in staffing and reporting of attendance to operations
✓ Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon
current staffing availability.
✓ Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly
as possible.
✓ Schedules activities around forecasted call patterns.
✓ Schedules off-phone activities when call volume projections are down.
✓ Updates schedules to account for breaks, paid time off, tardiness, etc.
✓ Assist in completing and developing reports and/or processes that increase the ability of the call center to
effectively and accurately plan acceptable performance results
✓ Provide informational updates regarding recent, current, and future state of the business
✓ Provide timely status updates on related projects and initiatives
JOB KNOWLEDGE/ SKILLS/ EXPERIENCE
✓ Excellent verbal and written communication skills – with clear accent, very articulate, proactive, assertive &
with good interpersonal skills.
✓ Minimum of 3 years call center experience, prior Workforce experience is an added advantage
✓ Knowledge of contact center fundamentals
✓ Excellent analytical, problem-solving & co-ordination skills
✓ Strong customer focus with demonstrated success in problem-solving, teamwork, adaptability, planning,
decision making, and data analysis
Interested and qualified candidate to share cv to raphael@nelly.amazonfronts.co.ke