Job Description
About the Role
We are seeking an experienced Workforce Management RTA to join our team in Cape Town. As a key member of our operations, you will be responsible for managing schedules, monitoring real-time performance, and ensuring seamless delivery of customer experience. With your expertise in workforce management and data analysis, you will play a critical role in driving business success.
Key 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
Requirements
- 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
Qualifications
None mentioned in original description.
Salary & Benefits
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Customer Service Jobs in Western Cape
In the Western Cape, customer service positions are generally in high demand across various industries, often driven by the growing need for exceptional customer experiences in a competitive marketplace. This has led to an increase in job opportunities for those interested in this field. As a result, individuals seeking a career in customer service can expect to find a range of roles available.
The salary range for customer service positions in Western Cape can vary significantly depending on factors such as the individual’s level of experience, the company size and type, and the specific industry sector. Typically, entry-level positions may offer a basic salary range between R300 000 – R500 000 per annum, while more senior roles or those in larger organisations may command higher salaries ranging from R600 000 – R1 200 000 per annum. However, these are broad estimates and actual salaries can vary widely.
Common skills required for customer service roles include effective communication, problem-solving, adaptability, empathy, time management, and attention to detail. Many employers also place a strong emphasis on emotional intelligence, as well as the ability to work in a fast-paced environment and handle multiple tasks simultaneously. It is generally advantageous for candidates to possess these skills, which are often considered essential for success in this field.
Customer service positions can be found across various industries, including financial services sector, technology industry, manufacturing sector, and more. In South Africa’s growing economy, many organisations are recognising the importance of delivering exceptional customer experiences to drive business growth and competitiveness.
Career progression opportunities for those in customer service roles are often plentiful. With experience and additional training, individuals can move into supervisory or management positions, take on specialist roles such as customer success manager, or transition into related fields like sales or operations management.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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