Webhelp Digital Retail Services has an exciting opportunity!!

We are looking to place a Delivery Analyst based in Newspaper House, Cape Town. This is a fantastic chance to take on a new and exciting challenge and take that next step to developing your career within the company.

Main purpose of the role:

You will be responsible for the use of systems and reports to monitor real time activity and aid in scheduling off-phone time when requested by operations, making adjustments to call allocations driven by real-time trends.

Minimum requirements:

• Matric (Essential)
• Degree/diploma/NQF equivalent (Advantageous)
• Minimum 2 years’ experience working with one or more workforce management systems e.g. Worksmart, IEX (Essential)
• Minimum 2 years’ experience within a contact centre environment or 1 year of workforce management experience (Essential)

Responsibilities:

• Manage intraday service level acceptable goals.
• Monitor real-time adherence to schedules for call center associates.
• 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.