Responsible for:
To monitor and analyse the performance of all Inbound campaigns to ensure that relevant KPI’s and service levels are met or exceeded.

Key Accountabilities
Service Provision
To agree in advance an organised handover of the daily capacity plan from the Forecasting and Scheduling Group.
Identify and agree key points of pressure and areas of spare capacity across the business.
Agree with the key campaign stakeholders a specific call delivery plan by 15 minute for all campaigns.
Work with the Forecasting and scheduling group to ensure that all campaigns are at their correct headcount.
Monitor Grade of Service performance, ASA and AHT on a real time basis.
Highlight any non-compliance to the relevant stakeholders.
In the event of a campaign having spare capacity, invoke agreed plans to utilise this capacity and maximise productivity.
To monitor the quality of service delivered to the agreed outbound clients on a daily basis following the agreed processes.
To report any issues found to the appropriate Team Manager and the Site Director.
Manage the activities of the outbound teams in line with the agreed capacity plan, moving agreed numbers of outbound onto inbound activities, while monitoring inbound performance.
To deliver hourly service performance reports for all sites and campaigns.
Produce daily productivity reports.
Run daily and weekly Agent adherence reports
Produce team and organization/site level adherence productivity reports.

Incident Management
To ensure that all service affecting incidents are documented and reported to the appropriate escalation team.

Real Time Adherence Management
Monitor the real time adherence of all agents on all sites, ensuring that breaks are adhered to, and any exceptions to the schedule are recorded.
Real time feedback to be provided to the operation on any performance threatening exceptions.
Work with the Team leader group to ensure that the real time management of the agent groups is at an acceptable level.

ISO Standards
You are responsible for adhering to all relevant policies – TPIS09, TPIS04, TPIS05, and standards for Teleperformance.
Information security needs to be protected and you are responsible for highlighting any issues that you are made aware of by using the correct process.

Experience
2-3 years proven experience of working in a multiple-campaign contact centre environment, with proven ability to follow prescribed procedures.
Proven experience in data analysis.
Clear understanding of contact centre KPI’s and terminology would be beneficial.
Working knowledge of Avaya CMS
Exceptional experience in working on Excel & MS Office

Qualification
Matric/Equivalent

Skills/Personal Attributes
Strong team player and role model, capable of gaining trust and support a team, peers and others
Strong customer focus
Good Technical analysis skills.
Ability to prioritise own work against business needs.
Reliability, honesty, accuracy and flexibility.
Good communication skills. (Especially when talking to non-technical staff.
Ability to work in a pressured environment