RTA - Real Time Analyst

Planning and Organizational Skills; defining required performance standards and meeting service levels; Identifies and establishes milestones to monitor effectiveness of long-term planning; effectively prioritizes long term / future workloads; consistently reviews and evaluates change; communicates in advance of potential challenges.

Strong and adaptable communication skills with the ability to influence and motivate other employees, managers and the client teams Effectiveness; pays attention to detail to minimize errors; encourages a controlled and systematic environment; minimizes likelihood of mistakes by implementing appropriate processes; provides initiatives for continuous improvement and reviews their implementation; regularly reviews processes to ensure best fit / practice; documents processes Analytical skills: the ability to quickly analyze large data sets, identify anomalies and highlight issues to ensure interval and end of day reporting is accurate and informative Business Analysis: ability to analyze and interpret the metrics Logical thinking with the ability to define and deliver against strategic priorities Stakeholder relations; managing the expectations of senior internal and external customers Relationship Management; ability to balance internal vs external customer requirements Adaptability / Resilience with the ability to work under intense pressure from clients and CCI teams Initiative / Proactive –Constantly seeks opportunities to best utilize resources Effective decision-making skills Initiative / creative thinker with an absolutely flexible approach to change

3-6 months experience working within a Call Centre of a large operation (ideally in an analyst type role) Grade 12 or equivalent NQF4 level qualification – English and Math's essential Tertiary education in accountancy, statistics or IT would be ideal Ideally some knowledge of CRM, IVR, ACD, dialler and general customer management IT and telephony systems Ideally some MS Excel and PowerPoint skills Good communication skills Strong numerical skills