| Date | 2024-10-13 |
|---|---|
| Job Title | Rta |
| Employer | ABC Worldwide More Information |
| Salary | 14 |
| Category | Professions |
| Location |
Western Cape / Cape Town |
Job Summary
We currently looking a RTA Data Analyst for our site in Cape Town
Description
- Utilising Excel to analyse Workflow data to assist with efficiency within the Contact centre
- Runs and analyses reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
- Completes root-cause analysis to determine and quantify reasons for planned variance and recommends changes to enhance accuracy and effectiveness
- Responds to escalated issues and ad-hoc requests
- Exception management on WFM tool along with real time management of all queues.
- Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
Qualifications/Education and other skills requirement –
- Graduate
- Call centre experience , RTA role Preferential
- Basic understanding of workforce management/Shrinkage/Avaya/WFM tool concepts.
- Ability to prioritize workload, meet deadlines and perform multiple tasks
- Excellent communication skills
- Good mathematical, Logical and analytical skills
- Problem solving attitude and attention to detail.
- Quick learner, positive attitude
- Good excel skills
- WFM Tools
Contact person James Knoll
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