Service Delivery Analyst - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 30-07-2014 7:58:07 AM
27-08-2014 7:58:07 AM
We currently have an exciting opportunity for a Service Delivery Analyst.

This position is based in Cape Town and will report directly into the Senior Workforce Planner.

Key responsibilities

• Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks
• Manage intraday service level acceptable goals.
• Monitor real-time adherence to schedules for call center associates.
• Initiate escalation procedures when KPI thresholds are exceeded.
• Manage associate call-in line and update schedules to reflect accurate intraday projections.
• Recommend overtime or downtime based on day of performance
• Provide day of impact analysis for outages, staffing shortages, and other unplanned events.
• Approve real-time request for offline events.
• Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
• Administration of intraday schedule changes.
• Perform other duties and assignments as directed.

Minimum Requirements

• Two years of solid call center experience or one year of workforce management experience required.
• 2+ experience working with one or more workforce management systems such as Worksmart , IEX strongly desired
• Experience in a fast paced, high-pressure office environment.

Behavioural Competencies

• Strong analytical and organization skills, including trend analysis.
• Proficient with time management.
• Ability to plan, prioritize and organize effectively / detail-oriented.
• Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
• A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications.
• Demonstrate flexibility to adapt quickly to departmental changes and conditions.
• Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
• Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
• Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
• Regular, punctual and consistent attendance.
• Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
• Ability to meet deadlines.
• Ability to work outside of normal schedule with little or no notice.
• Ability to perform additional tasks as assigned