RTA - Analyst
Telebest · Cape Town
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Start free — we apply for you →Responsibilities 
 
 • Creation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experience
 • Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence
 • Coordinate with outsourced sites on SL management and keep the WFM team updated
 • Work on real-time tickets related to schedule change requests, non-production requests, and associate GACD profile change needs
 • Ensure that scheduling parameters are in line with business requirements, statutory obligations, and individual schedule requirements
 • Prepare and communicate daily hand-off reports to WFM leadership team on SL performance
 • Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, initiate appropriate tactics to ensure service levels achievement
 • Serve as the primary interface between WFM and Operations leadership to establish and strengthen a positive partnership
 
 Qualifications 
 
 • Previous experience in an international BPO environment, with the ability to coordinate multiple projects’ data simultaneously
 • Direct experience as a workforce management RTA for min. 2 years is mandatory
 • "Can do" attitude and ability to deliver results in a fast pace environment, with minimum supervision
 • Proven expertise knowledge with Aspect and/or IEX
 • Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse, multicultural environment
 • Ability to adapt to change and maintain composure in critical situations, communicate clearly with both internal and external stakeholders
 • A high degree to analyze data, using the data to drive decision-making and implement effective resolutions
 • Qualifications in statistics, mathematics, computer science, or another quantitative field are an advantage
 • Advanced Excel skills, demonstrable experience building RTA tools or models in Excel or other platforms