Job Description
Education Required
  • BSc (Eng or Comp Science or Information Systems) or BCom (Informatics) or equivalent NQF level 6 qualification
  • Experience Required:
  • 5 years Technical Experience (Knowledge and Exposure would be beneficial)
  • 5 years Analysis Experience
Hard Skills:
  • Understand Core Modelling Principles (Logical and Physical)
  • Knowledge of the IT trends, Data Warehouse and Data Architecture principles, practices and standards
  • To understand and apply concepts such as: Relational Data Structures, Entity-Relationship and Object Modeling, Data Warehouse / Marts
  • Read / Understand Code of any Language
  • Write queries of any Language (Preferably SQL / Scala)
  • Problem solving and analytical skills
  • Understand / unpack the end-to-end flow data (process) and impact due to changes in data across the value chain of the data (From Cotton-to-Cash) ie. High Level Data Flow Diagrams, Source-to-Target mappings etc.
  • Ability to vary the depth of analysis from High Level (Rapid) to detailed analysis)
  • Conceptual understanding of Data Visualization / Data Virtualization
  • Document and unpack Business Data Requirements through continuous Business and Tech Engagement
  • Communication Skills (Verbal, Written)
  • Tool Set
  • Excel (Proficient)
  • PL SQL, MS SQL, Oracle, DB2, MySQL – HQL (Proficient)
  • Scala or similar language useable in Spark - PySpark, R etc. (Knowledge and Exposure would be beneficial)
  • Data Visualization Tools - Tableu, QlikView, QlikSense, Excel etc. (Intermediate)
  • Data Virtualization Tools – Denodo (Knowledge and Exposure would be beneficial)
  • Big Data Knowledge - (Intermediate)
  • Competencies
  • Analyse and resolve problems
  • Deadline Driven
  • Managing Tasks
  • Meeting Timescales
  • Team Working
  • Impatient Driver (Pro-Active in resolving problem statements. No hand holding required)
  • Curious (Self-motivated to learn new things and question things one don’t fully understand – not afraid to fail)
  • Teachable (willing to learn and not afraid to ask)

Our Client in the BPO Industry are looking for Senior Associate to join their RTA WFM team

Basic Function


This role involves ensuring adherence to the forecasted schedules provided– 4 weeks in advance
The staffing and scheduling would need to be managed in line with the requirements of the forecasts
Daily liaison between WFM team and Operations team to have the required scheduling, break management
in place, thereby reducing tardiness and shrinkage
Ability to work and manage night shift contact centre environment is a mandatory requirement

Essential Functions
  • Support the site management team by optimising the staffing requirements that fit sites needs
  • Create daily capacity planning and aligning leave management in line with the capacity requirements
  • Daily coordination with the WFM team in order to effectively adjust required schedules and report out the capacity utilisation along with other staffing reports
  • Create mitigation plans for capacity risks or gaps by managing dependencies across operating units
  • Coordinate with operations and the ]planning team to analyse historical data and forecast demand for that site
  • Manage the analysis of daily, weekly, and monthly reporting of performance via Key Performance Indicators (e.g., service level)
  • Build a strong relationship with the operations team to ensure proper execution of the capacity plan as well as providing general education regarding the best workflow management practices, increasing schedule discipline and decreasing tardiness
  • Provide the optimal workforce and capacity planning solutions for the upcoming initiatives and new service launches
  • Be actively engaged with queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur
Primary Internal Interactions
  • Operations AM / LAM for the purpose of scheduling, staffing, reporting performance, clarifying concerns, and seeking feedback and support
  • Operations/WFM Manager for the purpose of review, feedback, clarification and operations communication
Primary External Interactions
  • Clients as per business requirements
  • Client WFM team for real time coordination, readjustments of schedules and working out long term forecast plans
Technical Skills
  • Excellent Computer navigation skills, reporting skills
  • Should be skilled in MS Office
  • Prior knowledge of Verint would be an advantage
Process Specific Skills
  • Good verbal and written communication
  • RTA skills
  • Soft skills/Aptitude
  • Self-discipline
  • Result driven
  • Adaptability, working with different teams
  • Ability to handle pressure
  • Logical reasoning and agility to manage high pressure situations
Education Requirements

Minimum of Matriculate or must have completed 12 years of education
Work Experience Requirements

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201767 subject heading or email body.

Please note that due to the high volume of CV's received; only shortlisted applicants will be contacted. Should you not receive communication from our offices within two weeks of submission please note that your application will not be considered for this position.

We will keep your CV on file and re-establish contact with you should opportunities in line with your expertise become available again.

Should you require any additional information give us a call on 021 012 5566.
Job Type
Full-Time Regular

Location
Cape Town Western Cape

Min Salary
0.00 ZAR

Max Salary
0.00 ZAR