• Application Deadline:
• Position: Real-Time Monitoring Analyst


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Data Science / Research 
  

What you will be doing:

• Manage the call volume, daily attendance, and program break schedules


• Assist with creation if metrics and targets for services


• Work closely with the operations team to analyse and help improve their delivery processes


• Generate ideas for process and service improvement planning


• Produce daily, weekly, and monthly internal reports


• Use trends and reports to forecast requirements


• Assist with projects and other duties as requested or assigned


• Enforce real time adherence in all Work Types and shifts within the scope of operation


• Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs


• Constant interaction with all stakeholders, reporting site performance; including but not limited to staffing compliance, skilling status, and outages


• Provide visibility and reporting capabilities of main SLAs and OKRs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion


• Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labour laws


• Appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment


• Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level


• Communicate changes to incoming contact patterns to operations and the broader WFM team.


• Real-time communication with the WFM team and operations when changes need to be made.


• Support changes within routing profiles.

What you need for this role:

• First degree or its equivalent in a relevant discipline.


• Proven experience in contact centre operations and directly handling a scope of more than 100 FTEs


• Knowledge in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing etc.)


• Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable


• Advanced Excel skills (LOOKUP, INDEX, IFS, pivot tables, MATCH, table arrays, macros)


• Excellent verbal and written communication skills


• Able to lead, motivate, inspire, and influence team members and colleagues.


• Ability to translate data into actionable insight and a coherent strategy for the unit or department


• Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.


• Well, organized with a systematic approach to work and close attention to detail


• Passionate and driven to improve the customer experience


• Very Good knowledge of Contact Centre Operations


• Work Experience in data analytics and work force management


• Desire for self-improvement in industry knowledge


• Calm under pressure with the ability to drive agreement and action