Description<\/p>\n
\tRTA ensures the efficient and effective real-time management of operational processes and resources within a business or contact center environment. This involves monitoring, analyzing, and responding to real-time data and events to optimize workforce utilization, maintain service levels, and enhance overall operational performance. Additionally, the role involves creating and managing staff schedules to align with expected workloads, employee availability, and service goals.<\/p>\n
Responsibilities<\/p>\n
\tReal-Time Monitoring: Continuously monitor various operational metrics and key performance indicators (KPIs) in\u00a0real-time to ensure that service levels are being met and operational goals are achieved.
\n\tSchedule Adherence: Monitor agent adherence to schedules, including breaks, lunches, and other activities, and\u00a0take corrective actions to address any deviations to ensure smooth operations.
\n\tIntraday Management: Make on-the-fly adjustments to schedules based on changing call volume patterns, agent\u00a0availability, and other operational dynamics to optimize staffing levels.
\n\tService Level Management: Analyze real-time data to ensure that service level agreements (SLAs) and other\u00a0performance targets are being met and implement strategies to maintain or improve them.
\n\tPerformance Reporting: Generate and distribute regular and ad hoc reports that provide insights into operational\u00a0performance, agent productivity, and other relevant metrics.
\n\tWorkforce Forecasting: Collaborate with other teams to develop short-term and long-term workforce forecasts\u00a0based on historical data, trends, and upcoming events.
\n\tScheduling: Create, modify, and manage staff schedules that align with call volume forecasts, agent availability, and\u00a0business requirements.
\n\tCommunication: Maintain effective communication with supervisors, managers, and agents to ensure everyone is\u00a0aware of schedule changes, performance targets, and operational updates.
\n\tEmergency Response: Address unexpected disruptions, such as technical issues or staff shortages, by making quick\u00a0decisions to minimize their impact on service levels.
\n\tData Analysis: Utilize statistical techniques, predictive modeling, and data analysis to identify trends, patterns, and\u00a0areas for improvement in operational efficiency.
\n\tCollaboration: Collaborate with various teams, including operations, training, and management
\n\tProcess Improvement: Continuously seek opportunities to improve scheduling processes, real time monitoring techniques, and other aspects of workforce management.
\n\tTechnology Utilization: Leverage workforce management tools, software, and reporting systems to optimize scheduling and real-time decision-making.
\n\tAdaptability: Be prepared to adapt to unexpected changes, emergencies, and varying call volume patterns while maintaining service levels and agent satisfaction.
\n\tTraining and Development: Provide training and guidance to agents and supervisors on schedule adherence, performance expectations, and best practices for maintaining operational efficiency.<\/p>\n
Requirements<\/p>\n
\tBachelor of Science in Statistics, Computer science, Mathematics, Finance, general business, Accounting, or a related field
\n\tMinimum of 1 years’ experience in real time management and monitoring
\n\tPrevious experience in customer service is desirable
\n\tGreat people skills
\n\tShould be flexible to work in shifts both day and night
\n\tAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
\n\t\u00a0Knowledge and experience in reading, analyzing, and interpreting reports and support procedures
\n\tAbility to effectively present information and respond to questions from management, peers and customers
\n\tAbility to handle service delivery and service assurance processes and structures in a large environment
\n\tSelf-driven, customer centric and team player
\n\tProactive and self \u2013 motivated<\/p>\n
We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.<\/p>\n
Apply Through:<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Teleperformance Kenya","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"TP is a trusted partner to many of the world\u2019s leading brands because our advanced business solutions help them deliver truly integrated, human-centric experiences while optimizing business processes and performance.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[710,693,720,719,708,700],"job-types":[1244],"class_list":{"0":"post-94538","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time-onsite"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/94538","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=94538"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=94538"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=94538"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=94538"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}