Real-Time Monitoring Analyst at KingMakers

What you will be doing:

• Manage the call volume, daily attendance, and program break schedules
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyse and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, weekly, and monthly internal reports
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned
• Enforce real time adherence in all Work Types and shifts within the scope of operation
• Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
• Constant interaction with all stakeholders, reporting site performance; including but not limited to staffing compliance, skilling status, and outages
• Provide visibility and reporting capabilities of main SLAs and OKRs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
• Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labour laws
• Appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment
• Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level
• Communicate changes to incoming contact patterns to operations and the broader WFM team.
• Real-time communication with the WFM team and operations when changes need to be made.
• Support changes within routing profiles.

What you need for this role:

• First degree or its equivalent in a relevant discipline.
• Proven experience in contact centre operations and directly handling a scope of more than 100 FTEs
• Knowledge in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing etc.)
• Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable
• Advanced Excel skills (LOOKUP, INDEX, IFS, pivot tables, MATCH, table arrays, macros)
• Excellent verbal and written communication skills
• Able to lead, motivate, inspire, and influence team members and colleagues.
• Ability to translate data into actionable insight and a coherent strategy for the unit or department
• Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.
• Well, organized with a systematic approach to work and close attention to detail
• Passionate and driven to improve the customer experience
• Very Good knowledge of Contact Centre Operations
• Work Experience in data analytics and work force management
• Desire for self-improvement in industry knowledge
• Calm under pressure with the ability to drive agreement and action