Job Opportunities at Quantanite

• You will be responsible for planning, overseeing and leading projects from ideation through to completion. Oversee all aspects of projects. Set deadlines, assign duties, monitor, and summarise the progress of the project. Prepare reports for upper management regarding the status of the project. 
• Manage a number of client accounts to ensure clients remain happy, satisfied with our service delivery, remain  as client and grow revenue.
• Working closely with the operations team ensuring KPI’s are meet by offering solutions and working collaboratively. 
• You will lead the relationship with our clients through escalations, invoicing, control policies, rate increase, WBRs, MBR, QBRs , supply feedback through action lists.
• A solutions-oriented person with proven client management skills to not only look after the current client base. This person is able to think outside the box, come up with creative solutions to solve problems and possess acute attention to detail and speedy communication.

Accountable for:

• Leading project planning sessions for onboarding of new clients.
• Coordinating staff and internal resources
• Managing project progress and adapting work as required
• Ensuring projects meet deadlines
• Overseeing all incoming and outgoing project documentation
• Conducting project review and creating detailed reports for executive staff
• Optimising and improving processes and the overall approach where necessary
• Capacity to manage high-pressured situations
• Ability to multi-task and manage various project elements simultaneously
• Be a solutions architect for our clients
• Think creatively and laterally to solve problems
• Ability to develop senior-level relationships quickly and effectively and manage accounts.
• Work closely with the Operations Team to assist them with decision making and problem-solving.
• Tracking KPI's and reporting

Experience and Skills:

• Project Management Diploma (Advantageous)
• Exceptional organisational skills and structure.
• 2-3+ years of Onboarding/Project Planning / Transitions  experience and client management.
• 2-3+ years working within a BPO and working with International Clients.
• Managed multiple projects simultaneously .
• You will have in-depth knowledge of International BPOs and Operational processes.
• Strong Leadership skills and high EQ.
• Outstanding written and verbal communication skills.
• Comfortable working in a hyper-growth / fast paced  environment.

Character Traits:

• Social intelligence
• Social Butterfly
• Structured
• Grit
• Integrity
• Loyalty
• Devotion
• Kindness
• Sincerity
• Self-control

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Main Purpose of the Role

• The compliance business unit is responsible for preventing, detecting and mitigating compliance, regulatory and reputational risk across the company. It assists to strengthen the company’s culture of compliance. 
• The Head of Compliance will accomplish this through the company’s risk management program. The role will serve as an independent control function and form part of the company’s line of defense.

Minimum Education and Experience requirements

• Undergraduate degree or higher in Law, Economics, Finance
• Postgraduate degree or MBA a plus, but not required
• 10 years proven experience as a Compliance Officer
• 3 - 5 years experience  in Customer Service with a BPO or Contact Centre environment
• Knowledge of industry’s compliance regulations and guidelines

Technical and Behavioral Competencies 

• Excellent organizational and leadership abilities
• Outstanding communication and people skills
• Excellent organizational and leadership abilities
• Excellent verbal and written communication skills
• Stakeholder engagement (internal and external)
• Ability to influence
• Problem solver
• Interpersonal skills

Key Performance Areas 

• Serve as the main compliance contact in the company for key business stakeholders;
• Advising, challenging and influencing stakeholders as required in relation to Compliance matters
• Identifying, and building out, requisite Compliance training
• Assess the company’s compliance regulatory and reputational risk; 
• Monitor for compliance with new or amended laws, rules and regulations; 
• Design and implement controls, policies, procedures and training; 
• Conducts independent testing; 
• Investigates, surveils and monitors for compliance risks and breaches; and 
• Leads the company’s responses to regulatory examinations, audits and inquiries. 

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• Performance Plus (‘P+”) is the single greatest change to our operating culture since Quantanite was formed. We need PPALs - people to help check the output completed by our Team Leaders, Contact
• Centre Managers, and Operations Managers as part of P+. PPALs are the final arbiters of service assurance in P+, providing advice to operational leaders to compliment their work in validating the value we add each day.

Requirements
Not everyone will have what it takes to do well in this role. To be seriously considered, we’re looking for the following:

• High personal reliability.
• Report writing skills
• Diligence and thoroughness, an eye for detail.
• Fairness, transparency, and honesty.
• A demonstrably robust understanding of operational practice in either Dhaka or Johannesburg SDC.
• Energized, determined, high personal achievement orientation.
• An advocate for change, service assurance, and people development.
• Discreet and confidential; the job holder will come into contact with a significant degree of personal and collective data which must not be socialized.
• An ability to identify and express insight into the data, report trends, and highlight areas of opportunity and risk.
• A self-starter and capable of working with limited direction.
• This role requires the job holder to conduct all working hours on site.
• The job holder will need flexibility in their hours and days of work to mirror shifts being undertaken in the trial team. For this reason, a very small degree of weekend and/or working during unsociable hours may be required. The job holder is not expected to work more than their contracted hours each week, however.
• Good communication skills and comfortable engaging with senior stakeholders.
• Reasonable personal resilience; must be comfortable in supporting and validating challenges to their assessments, which should be founded on evidence at all times.

Responsibilities

• Your work will directly contribute to us achieving our long term ambitions. Your key responsibilities will include:
• Reviewing the Daily Packs completed by each Team Leader and assessed by each CCM/OM.
• Using a guidesheet and a scorecard, you will check for:
• Schedule adherence: How well did the TL work their plan, and did the OM or CCM score this correctly?
• Investment Target: Did the TL meet their target of 70% of paid investment time?
• Document adherence: For every investment action, was there a corresponding submission of evidence? I.e., for coaching, was a coaching form submitted?
• Completion adherence: For each form submitted, was it fully completed?
• You will assess the quality of the content completed with the COO or the Director of Compliance, and share feedback with the CCM and OM.
• You will be a Subject Matter Expert, sharing advice with people directly involved with P+.
• You will record scores and update dashboards intended for wider circulation.

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Duties and responsibilities

• Effectively manage the customer relationship, consistently providing excellent customer service and assisting in achieving the departmental goal.
• Handling queries through Omni-channel platforms, such as telephonic, email, and or chat.
• To undertake business administration tasks including efficiently processing all customer queries.
• You will be identifying customer’s needs through effective communication and passionate customer service.

Essential:

• Customer service centric with a HIGH level of empathy towards customers
• +3 years Customer Service Team Leader
• Experience in working with international customers; ( Added advantage)
• Post matric qualifications;
• Experience in the hospitality industry
• High proficiency in verbal & written English
• Exceptional administrative skills with sound planning, organizing, and time management skills, with sound follow-through after contact with customers
• Problem-solving and solution-driven mentality.
• Positive, motivated mindset
• Patience and the ability to apply active listening.
• Receptive to feedback takes directions and is aware of development areas
• Knowledge retention- ability to learn and retain the knowledge of our product and services
• Having worked in a travel booking environment will be advantageous

The ability to:

• Prioritize and manage workflow
• Resolve conflict situations amicably
• Find effective solutions for customers
• Effective problem solving and decision-making skills
• Multi-task and cope with high work volumes
• Work under pressure to meet performance KPIs and client service level agreements
• Effectively share knowledge and expertise with customers and staff
• Be agile and able to adapt to change in a fast-paced environment

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• The position is based in Johannesburg, South Africa, working with international Clients and Quantanite employees across all levels within the organisation.

Candidate profile: technical and experience requirements

• Minimum of 3 years experience as a Facilitator
• Accredited Outcomes-based Assessor and Moderator
• Design and Develop outcomes based learning material
• Excellent organizational skills and ability to analyse data for better decision-making
• A team player and excellent in communication across all levels of the organisation
• Develop pro-active relationships with other teams and managers across the organisation
• Business Report writing skills
• ODETD Qualification (SETA Accredited)
• Ability to work flexible working hours
• Previous BPO call centre working experience is an added advantage
• Adequate knowledge of learner management systems/ e-learning
• Learning content design and development
• Stakeholder engagement and business partnering

Main Responsibilities include but not limited to:

• Identify learning needs in line with business requirements and review on an ongoing basis
• Facilitate outcomes-based training
• Develop and implement learning interventions as agreed by business and senior management
• Plan and Coordinate all training interventions
• Gather feedback from the client and all stakeholders after each training session
• Research and recommend new training methods
• Conduct pre and post-training assessments for delegates
• Design and develop learning content
• Establish and maintain learner records after each intervention
• Compile and submit post-training reports for internal and external training conducted
• Conduct evaluation of the impact of training and advise on corrective measures
• Research relevant resources for learning in order to deliver training aligned to business and client needs
• Perform Training Administrative Activities
• Create and communicate learning schedules in consultation with relevant stakeholders
• Stay abreast of new developments and trends within the learning and development industry

MUST BE ABLE TO WORK NIGHT SHIFT 

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About the role

• The  MI Analyst will be responsible for collecting, analysing, and interpreting large data sets to support business decisions. The candidate will analyse data and trends, develop and implement scheduling and staffing plans, and use real-time data to make proactive decisions that improve operational performance.
• To be successful in this role you will need to be able to translate requirements into a simple to consume insight and reporting output. Role will be central to  the development and maintenance of data reporting, analysis, and visualisation processes.

Benefits

At Quantanite, we ask a lot of our people, which is why we give so much in return. In addition to your compensation, our perks include:

• Dress: Wear anything you like to the office. We want you to feel as comfortable as when working from home.
• Employee Engagement: Experience our family community and embrace our culture where we bring people together to laugh and celebrate our achievements.
• Professional development: We love giving back and ensure you have opportunities to grow with us and even travel on occasion.
• Events: Regular team and organisation-wide get-togethers and events.

Future development

• At Quantanite, you’ll have a personal development plan to help you improve in the areas you’re looking to develop in over the coming years. Your manager will dedicate time and resources to supporting you in getting you to the next level.
• You’ll also have the opportunity to progress internally. As a fast growing organisation, our teams are growing, and you’ll have the chance to take on more responsibility over time. So, if you’re looking for a career full of purpose and potential, we’d love to hear from you!

Responsibilities

At Quantanite, your work will directly contribute to us achieving our long term ambitions. Your key responsibilities will include:

• Collect, process, and analyze large data sets to support business decisions
• Design and develop real-time performance reports/dashboards, and visualizations to communicate insights and findings using industry leading BI tools (PowerBI, Tableau, Google Looker Studio, etc)
• Analyze data and trends to optimize workforce management processes and ensure efficient utilization of resources
• Use real-time data to provide support to operational teams to help make proactive decisions that improve operational performance, resolve scheduling and staffing issues
• Collaborate with cross-functional teams to gather requirements and support decision-making processes
• Develop and implement data quality controls and monitoring processes
• Stay current with industry developments and new technologies related to data analysis, real-time, workforce management.

Requirements

Not everyone will have what it takes to do well in this role. To be seriously considered, we’re looking for the following:

• Bachelor's degree in business, operations management, mathematics, statistics, computer science, or related field(s)
• 2+ years of experience in data analysis or related field
• Strong skills in SQL and data visualisation tools such as PowerBI, Tableau
• Experience with statistical analysis software such as R or SAS
• Excellent problem-solving skills and attention to detail
• Strong written and verbal communication skills
• Ability to work independently and in a team environment

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Role Overview:

• This position requires the employee to receive calls from the customers of clients. In most cases, the employee will be provided a script with instructions to follow and/or questions to ask to assist the customer with the reason for the call.
• The operator records these responses by typing the answers into the computer system so they can be shared with the client, this could include processing orders and requests within the client’ system.

In some cases, the employee is required to contact the client immediately by telephone or through the computer system. As this is the core of our business, accuracy and professionalism are essential.

Requirements:

• Must be able to operate the telephone, phone/headset, keyboard/computer system accurately using the company’s software.
• Must be able to speak and hear clearly in order to effectively communicate with each caller.
• Must be able to read English instructions for each account.
• Must be on time and ready to take calls for every scheduled shift.
• Must be able to efficiently type accurate messages into the system that correctly summarize callers’ needs.
• Must handle each account based on the instructions for that account.
• Must display a genuinely friendly, engaging, and helpful personality, on and off the phone.
• Must understand and act in accordance with company Core Values and policies.
• Must be able to be flexible with their scheduled hours
• Assist newer agents as needed
• Perform other duties as assigned

Qualifications:

• EDUCATION: Education equivalent to a High School diploma/GED or equivalent
• EXPERIENCE: At least one year of customer service or call center experience preferred
• JOB KNOWLEDGE: Demonstrates experience and ability to handle customer calls
• ABILITIES & SKILLS: Proficient in the English language.

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• Candidates applying for Lateral moves must be in their current position for at least 6 months (same level as current designation)
• Candidates applying for Vertical moves must be in their current position for at least 6 months (same level as current designation)
• Candidates applying must have achieved their minimum KPI average
• Candidates applying must have NO warning on files
• Entry knowledge of MS Office/Google Workspace
• Varsity Brands Experience is Advantageous  
• Evaluate contact centre agent quality in line with the Quantanite Quality Standards
• Report on the Quantanite Quality Standards and performance data to Operations
• Coach (Outliers) & develop contact centre agents around voice, case management and non-voice service quality
• Ensure high standards of product knowledge and adherence to processes is maintained through the quality monitoring process
• Ensure consistency of quality monitoring utilizing the Quantanite Quality Standards, with Team Leaders through the calibration process
• Drive customer experience testing and client quality evaluation
• Complete the accreditation process with new-hire agents that fall in line with the policies and procedures of the client process

Minimum Matric-level qualification

• Clear criminal and ITC records
• Basic knowledge of Microsoft Office/Google Workspace
• Basic report-writing capabilities
• A proven track-record of excellent KPI performance in current role
• Excellent communication (both verbal & written) skills
• Ability to work in a team and individually
• Coach using the “grow” model and “not” tell method (positive coaching approach)
• Understanding of good customer service, CSAT and NPS
• Passion for customer service
• Patient and resilient manner
• Previous Customer Service, Outbound Sales and/ or Collections experience required

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Responsibilities for Sales Team Manager

• Recruit, hire, and train staff
• Set sales goals, compare performance to goals, and adjust goals as needed ( weekly and monthly )
• Assess current team processes and procedures, identify opportunities for improvement, and implement them
• Develop individual quotas and assign territories for team members
• Provide detailed and accurate sales forecasts ( team and individual )
• Coach, mentor, and provide feedback to team members ( report to senior management )
• Foster a competitive yet collaborative team environment
• Assess individual performance through observation and measurement, and suggest corrective actions as needed ( Coaching & KPI management )

Qualifications for Sales Team Manager

• 3 - 5 years of experience in sales
• Strong oral and written communication skills
• Proven ability to lead a team to meet quotas ( Daily , Weekly & Monthly )
• Excellent leadership skills
• Experience setting targets & goals
• Results-oriented with strong analytical skills
• Deep understanding of process management
• Proficient in Google ( G - Suite )
• Strong knowledge of time management
• Excellent knowledge & Experience  in managing various lines of business simultaneously

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About The Team:

• The Support Department has a mission critical task in not only meeting our customer’s needs but doing sin the most professional and friendly manner possible. The department drives retention, increases merchant shipments by saving them time and money, and helps the business tgrow profitable revenue by recommending products and services that directly contribute tthe bottom Line.

About The Role:
Primary Objectives:

• Ensures all customers receive world-class customer service and technical support.
• Meet Key Performance Indicators (KPI’s).
• Be a product expert.

What You’ll Be Doing: (typical monthly, weekly, daily tasks which support the primary objectives):

• Assist customers with account issues, online store orders, USPS/UPS/FedEx/DHL/Other related inquiries/questions/concerns, as needed.
• Troubleshoots and diagnoses malfunctions teliminate problems with our software.

Handling approximately 15-25 telephone calls per day providing technical support and troubleshooting of customer’s software issues such as:

• Internet and network connectivity
• Printer configuration
• Software Download/Installation/Removal
• Filters, Rules, Automation, User Settings, Password Resets, and more

Meet Key Performance Indicators (KPI’s) such as:

• Answer % in 60 seconds,
• Average Handle Time (AHT),
• Ticketing Software compliance and,
• Other departmental standards of performance and metrics TBD.
• Be a product expert.
• Keep up tdate on product features, capabilities and advancements while maintaining a high degree of product knowledge.
• Communicates customer feedback, trends and issues tthe team and leadership.

What We Are Looking For:

• Must be able twork a flexible schedule.
• Must be comfortable and experienced in using the telephone ttake inbound calls.
• High degree of professionalism, a “customer first” attitude and be service-oriented, friendly and possess a positive attitude.
• High degree of intellectual curiosity and thirst for knowledge.
• Outstanding written and verbal skills along with strong interpersonal communication skills.
• Familiar with PC based software and installation procedures.
• Familiar with database and/or Customer Relationship Management (CRM) software.
• Ability tquickly adapt tnew situations and find solutions for complex problems.
• Ability tmulti-task and work in a dynamic environment
• Strong sense of urgency, follow-through and attention tdetail
• Ability taccept and implement coaching and feedback in order tachieve individual and team performance goals.

What will Make You Stand Out:

• High School diploma or equivalent required. Technical certifications or degrees are a plus.
• Minimum of One (1) year experience in a customer service role.
• Experience working in a technical support environment is a plus.

The Tech:

• Computer proficient with the ability thandle multiple PC applications simultaneously.
• Strong working familiarity of Windows OS.
• Basic level proficiency in Microsoft Office.
• HTML, remote desktop software, shipping software experience favorable.

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Responsibilities

• Responsible for a portion of our call centre operations in Johannesburg, South Africa
• Ensure the business unit further develops its operating model and delivers efficient, scalable and cost-efficient operations
• Work closely together with the sales organisation to on-board new clients
• Work closely together with Operations Directors to further develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning
• Manage and develop the Call Center agents including informing training and development for new hires and for their professional growth
• Ensure the company operates within the framework of legislation within the countries Quantanite operates and enforce the company’s rules and policies
• Manage and oversee overall performance and service level agreement

Requirements

• Have 3+ years working experience of leading customer care service teams 
• Proven and successful ability to lead call center agents towards growth
• Excellent English communication (written, verbal, listening, etc.) and interpersonal skills
• Desire to build career in one organisation for the next 3+ years
• Outstanding communication and negotiation skills
• A person of high integrity, honest, straight-forward and transparent
• A Bachelor's degree is desirable
• Project management and/or training experience is desirable
• Strong PC, Microsoft Windows (Word/Excel/PowerPoint) and Internet usage skills
• Highly proficient with ERP software and other applicable tools such as CRM
• Good experience in call center platforms

Competencies

• Professional, emotionally mature and ethical
• Strong, proactive, service mindset and customer focused
• Strong interpersonal skills and ability to work well with a broad range of personality styles and types
• High sense of responsibility, tasks ownership and ability to drive problem solving through to resolution
• Excellent planning, organizational skills and prioritization to meet deadlines and carry out overall business plans
• Passion for customer service!
• Stay calm under pressure!

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• The jobholder will build and develop a recognisably World Class global QA function, ideally externally  endorsed and certificated .  The jobholder is the  primary owner for the global delivery of Quality Assurance (‘QA) services across all geographies for internal and external stakeholders. This includes the delivery of QA to operational campaigns to meet or exceed client expectations, in addition to assuring the needs of  internal stakeholders (such as compliance, operations, client services, and sales) are met. The jobholder will  leverage all  reasonable opportunities to differentiate our QA offering in the marketplace.

At Quantanite, your work will directly contribute to us achieving our long term ambitions. Your key responsibilities will include: 

• Ensuring QA services to clients meet or exceed expectations. This will include meeting statistically significant volume targets, in addition to ensuring the application of QA services do not materially deviate from acceptable levels of delivery.
• Leading the further automation of the QA practice (i.e., the deployment of WFO tools in each geographic region).
• Managing and leading QA functions in each Service Delivery Centre.
• Designing and delivering reporting and analytical activities predicated on expressing new insights into the quality of activities associated to campaign activities.
• Operating collaboratively with compliance, operations, client services, MIS, and sales, to design and deliver a World Class QA function.
• Assessing the broader qualitative practices of systemically related functions, providing advice and support to reach higher performance levels.
• Embedding compliance standards at the core of the global QA practice. 
• Working closely with our compliance function to ensure  lead on critical compliance topics such as GDPR, ISO, and regulatorily required standards are met at all times.
• Conducting research to identify new opportunities, methods, and tools to improve our current QA practice.
• Developing a QA innovation roadmap, to ensure our global practice remains aligned to the emerging needs of our clients and our company throughout the business lifecycle.
• Identifying opportunities in each campaign to improve process quality and ultimately, improving the customer experience.
• Delivering robust and reliable QA services in each geography capable of delivering a comparable evaluation of the QA performance of each customer-facing associate.
• Providing thought leadership and internal advice & comment in relation to QA services.
• Identifying and assessing the merit of external assessment and certification of our QA function, expressed within a suitable business case, prior to seeking senior endorsement and subsequent attainment of same. 
• Coordinating activities and processes to dovetail into a closed loop of mitigatory repair when unacceptable variances in quality delivery are identified at individual, campaign, or centre level. This will include associate training, project management/process mapping, service quality audits.
• Designing, delivering, and maintaining an archive of individual and campaign quality control records for access by training, operations, HR, client services, and more.
• Establishing and enforcing quality standards for all company operations, possibly through a charter process.
• Providing sales, bid, and operational management with an estimation of QA solutions, costs, design, and metrics. Similarly, the jobholder will provide diligence services too on request.
• Leading on budget content and the subsequent adherence to same over the reporting period.
• Leading, mentoring, training, coaching, and developing QA teams and individuals in remote and local geographies to incrementally improve individual and collective performance and support individual career paths.
• Ensuring our quality practice continues to evolve to support changing business objectives and goals
• Provide global leadership in all things quality and performance management related, ensuring key stakeholder positions are understood, considered, and managed appropriately
• Promote the health of all quality and performance management programs through regular assessment, calibration, and program adjustment
• Be an advocate for the front-line agents, supervisors, and quality assurance professionals
• Ensure that all quality and performance management programs are supported by a best-in-class, standardised tool set (wherever possible) across the enterprise; one solution for one company.
• Engendering a risk-free client or internal audit on demand.

Requirements

Not everyone will have what it takes to do well in this role. To be seriously considered, we’re looking for the following:

• Significant experience of working in a multi-channel contact centre as a recognised senior leader of quality. 
• BPO experience is  essential, complimented with experience in the deployment of quality management tools, different operating models, and approaches. 
• Credibility, knowledge, and gravitas to influence senior stakeholders.
• Experience of FCA, GDPR, and comparative US legislation required.
• Experience of Quality Management process development and deployment.
• Experience in preparing for, and executing, internal and client-led quality audits.
• Experience of implementing continuous improvement methodologies, process mapping, scorecard creation, and reporting.
• Thoughtful, considered, and analytical approach with experience of interpreting multiple data sources to arrive at an evidence-led conclusion.
• An understanding of new innovations and trends within Quality Management inside, and outside, the BPO sector.
• An innovator, with a deep curiosity, and an unimpeachable integrity.
• Commercially aware with strong communication, interpersonal and presentation skills.
• Experienced in client-facing activities, presentations, escalations, and stewardship.
• self-motivated and driven to succeed with a passion for delivering first class customer service.
• Licenses and certifications with business and quality assurance preferred.

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• The Real Time Manager will be responsible for ensuring the smooth running of the day to day operations by monitoring performance and adjusting plans in line with real time trends. This role will encompass performance monitoring and reporting, as well as emergency response to any unplanned events. It is a vital part of the planning cycle ensuring delivery is achieved in line with the plan and any deviations are identified, fed back and addressed. 

The role will report directly to the Head of Department. 

• To be successful in this role you will need to understand business operations and collaborate with internal stakeholders effectively and in real time . Attention to detail, ability to think on your feet and escalate any deviations to plan immediately are the key parts of the role.  

Responsibilities

At Quantanite, your work will directly contribute to us achieving our long term ambitions. Your key responsibilities will include: 

• Be the main point of contact in real time for performance challenges across the contact centre, providing advice and support to managers and escalate to senior stakeholders when necessary.
• Lead on emergency response to any unplanned events that impact contact centre and our customers and people 
• Use real time data to drive real time insight. 
• Monitor, analyse and socialise contact centre performance against KPIs through real time reporting.  
• Liaise with Operational Managers and be the first point of contact for any resource related queries in real time. 
• Liaise with the operational team flagging areas of improvement driven by data insight.
• Lead daily performance reviews. 
• Feed into weekly capacity planning reviews.  
• Support process improvement and evaluate its effectiveness and impact 
• Support change management from WFM aspect 
• Assess any real time requests to understand impact on Service Levels 
• Making real time decisions on how to best route contacts depending on the circumstances and customer demand 
• Deliver root cause analysis to identify misses in Service Levels through deep dives of data 
• Provide feedback to WFM colleagues in the wider team of any variance to plan in terms of forecasted activity 
• Ensure implementation of best practice processes across the Real Time team
• Identify MI gaps and needs 

Requirements

Not everyone will have what it takes to do well in this role. To be seriously considered, we’re looking for the following:

• Minimum 3+ years of real time management and service delivery within contact centre BPO environment
• Strong understanding of impact external environment events have to contact centre performance
• Hands on experience of WFM systems (Calabrio/Teleopti an advantage)
• Ability to preempt  challenges quickly, identify root cause and recommend solutions  
• Experience of channel management platforms and intelligent call routing functionality 
• Experience of multisite, multichannel, fast paced environment 
• Excellent analytical, decision making and problem-solving skills.
• Flexible in approach with good listening skills
• Ability to work as part of a team
• Ability to translate complex information into a story in real time 
• Experienced in presenting data driven outcomes to senior stakeholders
• Ability to work under pressure, manage your time effectively and work on your own initiative
• Experienced in forecasting and  scheduling
• Experienced in translating requirements into plans