Workforce Management Real Time Analyst - Johannesburg
Absa Bank Limited
Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job Summary Workforce Management Real-Time Analyst is to ensure the efficient and effective utilization of workforce resources in a dynamic and real-time environment. This involves overseeing and optimizing the operational aspects of a contact centre or other customer engagement channels with a focus on real-time monitoring, scheduling, and strategic decision-making to ensure effective business outcomes whilst staff are optimally utilized. Job Description Accountability: Real-time and intraday monitoring and analyses Utilize statistical techniques to identify, collect, and analyse data, presenting insights through easily comprehensible graphs, charts, tables, and reports to empower decision-makers with the information needed for crucial decisions based on various facts and trends. Monitor, analyse, and provide insights to support solutioning for Contact Centres or other customer channels, ensuring optimal staffing levels at all times. Interpret and analyse real-time workload data at a granular level, considering external factors, and support the coordination of appropriate staffing allocation for achieving sales and customer experience objectives. Adjust intraday forecasts based on business drivers, including real-time call volumes and duration, and analyse reports to make staffing level recommendations for productivity, profitability, and customer experience goals. Facilitate real-time discussions with stakeholders, gaining management approval for action plans and collaborating with the Workforce Planner to optimize colleague skills matrix and accurately map call types to available skills. Administer volume contingency action plans, when necessary, map employee typologies to demand, and conduct root-cause analysis to enhance forecast accuracy. Manage daily resourcing/staffing exceptions, update schedules, respond to escalated issues, and ensure accuracy and reliability in all reports. Support the integration and implementation of new Contact Centre technologies, identify opportunities for process improvement, and proactively propose changes for enhanced operational effectiveness Accountability: Manage self At all times adhere to and perform work per the pre-set daily workforce plans and schedules, and immediately accommodate intraday adjustments. Maintain confidentiality. Plan, organize and complete tasks and activities in alignment with performance objectives. Define priorities and maintain an orderly workflow. Coordinate work predominantly with electronic information and communication technologies to accomplish tasks. Embrace change initiatives and positively contribute to the success thereof. Record and report on transactional activities to provide timely and accurate information. Owning and being proactive about own training and development by participating in all scheduled training and multiskilling opportunities as well as coaching sessions. Share continuous improvement ideas with team members and managers and follow up on the implementation of accepted ideas. Accountability: Adherence to risk and governance Strictly adhere to all risk and governance policies, standards and procedures and escalate associated risks. Comply with Risk and Control activities and adherences. Comply with all Human Resources policies and procedures. Understand and accept responsibility for all system access granted in line with all Fraud Risk Management Policies. Complete all compliance training within prescribed timelines. Education Higher Diplomas: Business, Commerce and Management Studies (Required) Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank. Absa Bank Limited reserves the right not to make an appointment to the post as advertised
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