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Open nowFirst seen 4 days ago

Real Time Administrator

Ithemba Recruitment- Sourcing Top Talent650 open roles

Where
Umhlanga, KZN, South Africa
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Your applicationOpen nowReal Time AdministratorIthemba Recruitment- Sourcing Top Talent · Umhlanga, KZN, South Africa

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Ithemba Recruitment- Sourcing Top Talent's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

The posting

Key performance areas:

  • Monitor phone queues, email queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels.
  • Consult with call centre management to determine best course of action to fill resource needs/maintain service levels.
  • Maintain consistent communication with the Client’s Forecasting & Planning Team to manage resourcing needs stipulated by the Client, and to update the Client on any relevant issues being experienced by the call centre.
  • Provide real time status anomalies to operations.
  • Track, report and call out real-time adherence issues.
  • Provide shift reports to management with service level and abandon rate explanations for any day where KPIs are missed.
  • Update and maintain agent database such as processing new agents and terminations.
  • Receive future resourcing requirements from the Client and generate agent rosters using Workforce Management best practices.
  • Process shift swaps, schedule change requests, and time off request after schedules are released by operations.
  • Review and respond to schedule inquiries from management and agents and build a suitable plan of action.
  • Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and assess availability for offline functions and approve/deny as required.
  • Ensure that actual hours meet total billable hours as per SLA agreements.
  • Recommend extra or offload hours for over/under staffing needs.
  • Process time off requests.
  • Update and maintain agent database and the processing thereof in relation to time off requests, offline events and planned training.
  • Track and trend analysis for absenteeism and schedule adherence.
  • Create any ad hoc reporting as needed to present to Management or Client/s.
  • Stay abreast of WFM best practice and technologies to continuously improve this function within the business.
  • Build strong interpersonal relationships with internal clients.
  • Work independently as well as in a team environment.
  • Demonstrate professional behaviour, team work, punctuality, dependability, and adherence to company policies and procedures.
  • Accept all other duties assigned by the management team and undertake any other reasonable duties to support the business as required.

Qualifications and experience:

  • Matric with a strong aptitude in Mathematics (Core).
  • Must have a minimum 2-year call centre real-time workforce management experience.
  • Experience working within a customer service environment essential.
  • Well versed in contact centre specific Workforce Management concepts and tools.
  • Ability to deliver results in a fast paced and dynamic environment.
  • Ability to present a professional image and demeanour to internal and external customers.
  • Ability to communicate effectively both orally and in writing with internal and external customers.
  • Data analysis knowledge and experience with particular reference to Root Cause Analysis methodologies.
  • Advanced knowledge and competency in Excel are essential.
  • Demonstrate exceptional organizational skills and the ability to handle confidential material.
  • Experience communicating and influencing across job levels with both internal and external partners.
  • Ability to push back, foresee potential issues, and advocate for relentless improvement.
  • Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change.
  • Ability to make independent, sound decisions.
  • Good analytical and strong data background.
  • Excellent communication skills both spoken and written.
  • Excellent decision-making skills, critical-thinking skills as well as organisational skills.
  • Ability to work independently.
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  1. A CV for this posting

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  2. 25 readers review it

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    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Ithemba Recruitment- Sourcing Top Talent's form

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  4. Every reply, sorted

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3×

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  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

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