Posted on: 28 February 2023
ID 853317

Real Time Administrator

Want to be a part of our team?

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
What will make you a good fit for the role?

Knowledge:
  • Matric or equivalent
  • 2 years Agent experience
  • Knowledge of Avaya / Genesys or similar tool
  • MS Excel - intermediate
Skills:
  • Attention to detail
  • Oral and written communication
  • Customer service orientation
  • Technical Expertise
Occupation:
Ads, marketing jobs


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