Lead Associate - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 11-09-2018 7:56:21 AM
29-10-2018 11:10:11 AM
Main purpose
The main purpose of this position is to manage and monitor service levels and associate performance by:
• Ensuring the operation works within given ratios and staffing level budgets
• Provide support to the team and operations
• Highlight and flag risk areas

Key Responsibilities
• Work with the operation and business to ensure processed are followed and accurate staff information is held
• Ensure team deliver effective scheduling and understand impacts on the wider business
• Work with operations to ensure processes & activities are managed in line with the client’s processes, whilst taking into account what we need to deliver contractually.
• Ensure regular review of key people metrics; utilization & shrinkages, commitment, AHT
• Ensure tight management of FTE requirements and inter-departmental moves in line with budgeted ratios and business requirements
• Develop and support team to ensure clarity of role and strong skills required to complete tasks
• Forecasting and Scheduling

Qualifications, Knowledge and Minimum Requirements
• Matric or equivalent essential
• Minimum 3 years Real Time Analyst experience
• Efficient in MS Office packages, specifically Advanced Excel
• Knowledge of Genesis or a similar workforce management tool
• Knowledge of call center metrics
• Knowledge of ESS
• Forecasting and scheduling experience

Skills and Attributes required
• Work well under pressure and customer service orientated
• Strong communication ,interpersonal and conflict handling skills
• Excellent written, verbal communication and presentation skills
• Good planning, organizing and time management skills
• Strong analytical ability and statistical mathematical ability
• High attention to detail and accuracy
• Accurate data capturing skills
• Advanced report writing skills

• The ability to:
• Interpret information and identify anomalies or patterns
• take ownership and deliver results
• Energetic
• Proactive
• Effective emotional Intelligence
• Strong customer service orientation