Summary
Date Posted: Monday, January 04, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
REFNO: RTM-CC-07_12_2020
Location: Nairobi
Job Description
The RTA will be responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming/outgoing calls at the desired service level. .

Responsibilities
• Real-time and/or intra-day management of resources to ensure an accurate number of resources are scheduled appropriately and are available to support a forecasted volume of inbound and outbound calls required to meet service levels.
• Monitor all contact and communication center sites, as well as adjust intra-day forecasts derived from business drivers to determine required staffing levels by projecting call volumes, call duration, as well as scheduled and unscheduled activities using current trends and historical data.
• Run and analyze reports and make recommendations for adjusting staffing levels to meet departmental expectations and productivity goals.
• Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
• Monitors site to ensure optimal staffing levels.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Administers volume contingency action plans as deemed necessary and appropriate.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Facilitates real-time discussions with necessary stakeholders.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
• Ensures that all reports originating from the department are accurate and reliable.
• Helps with the integration and implementation of new call center technologies.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Job Skills: Not Specified

Qualifications
• Intermediate knowledge of call center management and all related calculations
• Intermediate knowledge of various forecasting / scheduling software
• Strong organizational skills
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
• Ability to work independently with minimal supervision.
• Capability of problem solving
• 3 years’ experience working in a contact center
• Strong understanding of Contact Center best practices

Job Education Requirements: Not Specified

Job Education Experience: Not Specified

Work Hours: 8

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Job application procedure
If this sounds like you, send us your CV to: hr@calltronix.com 
Application Deadline: 7th January 2021
Include your salary expectation on the one-page cover letter.

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