Compiles staffing level requirement forecasting and workplace scheduling in call-center environments.
Prepares reports to determine call volume, calling patterns, service trends, and staff productivity.
Tracks vacation schedules, shift change requests and monitors new-hire, holiday, and seasonal shift needs.
Updates and maintains scheduling database with current information.
Working at NTT
- Adherence Monitoring
- Checks weekly staff coverage and reports staffing shortfalls to operations
- Flags schedule inefficiencies and makes recommendations to Workforce Management.
- Monitors daily absenteeism.
- Monitors non-adherence and communicates out-of-line situations
- Identifies issues that may impact the sites ability to meet service levels
- Reviews adherence across skill sets and recommends real time changes that will improve site performance
- Reporting and administration
- Accurately captures exceptions and real time reporting
- Produces accurate daily, weekly and monthly call centre performance reports to various levels of management covering all areas of the business
- Maintain accuracy of shared folders
- Produces daily and weekly Absenteeism Reports
- Adjusts real-time schedule to accommodate extra-time as governed by scheduling process
Knowledge:
- Matric or equivalent
- 2 years Agent experience
- Knowledge of Avaya / Genesys or similar tool
- MS Excel - intermediate
- Attention to detail
- Oral and written communication
- Customer service orientation
- Technical Expertise
