Who are we: A global Fintech comoany

What are we looking for:

Youre curious about things like the client experience, rapid developments in tech and the complex world of fintech regulation. Youre also a confident, creative thinker with a knack for innovating. You know every problem has a solution. Here, you can try new ideas and lead the way in creating inspiring experiences for our clients and everyone around you.

What you will do:

• Monitor inbound volumes to ensure optimal staffing levels
• Work closely with the operations team to analyse and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Assist with projects and other duties as requested or assigned. Evaluate adherence and other aspects of productivity and take immediate action to improve performance
• Administer volume contingency action plans as deemed necessary and appropriate
• Conduct research to identify new opportunities for business development or potential risks to existing business operations
• Ensure service level agreements are achieved by planning and scheduling staffs strategically
• Responsible for processing hourly, daily, weekly and monthly productivity reports and business updates
• Assist with creation of metrics and targets for servicing teams
• Analyse data to identify trends in customer behaviour and preferences. Identify areas of improvement and potential risks with the current setup from WFM perspective and report the same to the business along with action plans
• Real time monitoring of volumes across all the servicing channels using the contact centre software (Genesys)
• Maintain service levels to the set targets across 24 hours while also ensuring adherence to the planned coverage
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
• Take ownership of real time decision making of approving/declining ad hoc off queue activities

What you must have:

• 3+ years of experience working in contact centres (Experience in a global contact centres setup will be an asset)
• Must have advanced level Microsoft Excel skills
• Experience in Genesys (contact centre software)
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Use trends and reports to forecast requirements
• Ability to prioritise workload, meet deadlines and perform multiple tasks with attention to detail
• Strong organisational skills and with good analytical skills
• Organised with the ability to adapt quickly and effectively to change
• Flexible to work in rotational shifts across 24 hours

Real Time Analyst position available in Gauteng, Sandton. This job position was posted by Ad Talent Africa. The job has been posted as a premium ad on 2025-02-16 at 13:00:16 in the Finance Accounting category