Real Time Administrator at NTT Ltd.

Want to be a part of our team?

• Compiles staffing level requirement forecasting and workplace scheduling in call-center environments.
• Prepares reports to determine call volume, calling patterns, service trends, and staff productivity.
• Tracks vacation schedules, shift change requests and monitors new-hire, holiday, and seasonal shift needs.
• Updates and maintains scheduling database with current information.

Working at NTT

• Adherence Monitoring
• Checks weekly staff coverage and reports staffing shortfalls to operations
• Flags schedule inefficiencies and makes recommendations to Workforce Management.
• Monitors daily absenteeism.
• Monitors non-adherence and communicates out-of-line situations
• Identifies issues that may impact the site’s ability to meet service levels
• Reviews adherence across skill sets and recommends real time changes that will improve site performance
• Reporting and administration
• Accurately captures exceptions and real time reporting
• Produces accurate daily, weekly and monthly call centre performance reports to various levels of management covering all areas of the business
• Maintain accuracy of shared folders
• Produces daily and weekly Absenteeism Reports
• Adjusts real-time schedule to accommodate extra-time as governed by scheduling process

What will make you a good fit for the role?

Knowledge

• Matric or equivalent
• 2 years Agent experience
• Knowledge of Avaya / Genesys or similar tool
• MS Excel - intermediate

Skills

• Attention to detail
• Oral and written communication
• Customer service orientation
• Technical Expertise