Job Title: Real-Time Monitoring Agent - Customer Operations
Location: Roodepoort, Gauteng, South Africa
Department: Customer Operations
Mission:
The Real-Time Agent (RTA) ensures the smooth operation of the call center by continuously monitoring systems and interactions, promptly addressing issues, and providing accurate reports to stakeholders. The RTA collaborates with teams to maintain optimal service levels and high customer satisfaction.
Key Responsibilities:
Continuous Monitoring:
- Monitor contact center systems and interactions in real time.
- Identify anomalies, issues, and performance disruptions.
- Conduct regular system tests and analyze service levels across communication channels (calls, WhatsApp, SMS, emails, etc.).
Data Analysis and Reporting:
- Analyze real-time data to assess call volumes, queues, and agent performance.
- Prepare accurate reports on system performance, service levels, and staff adherence.
Staff Adherence Monitoring:
- Track agent adherence to schedules and performance targets.
- Provide feedback and coaching to agents to maintain operational standards.
System Testing and Monitoring:
- Test and monitor systems like Qcontact & Callbi to identify technical issues.
- Address system disruptions quickly to minimize impact on operations.
Qualifications:
Education:
- Matric (Grade 12) or equivalent.
- Fluent in English (knowledge of additional languages is an advantage).
Experience:
- At least 3 years of experience in a Real-Time role within a call center or customer service environment.
- Familiarity with call center software and quality monitoring tools.
- Proficiency in managing interactions across multiple communication platforms (calls, WhatsApp, SMS, tickets, emails).
Skills & Competencies:
Technical Proficiency:
- Expertise in call center systems and performance monitoring tools.
Interpersonal Skills:
- Strong ability to engage with team members and stakeholders, demonstrating empathy, patience, and professionalism.
Analytical Abilities:
- Excellent problem-solving skills with attention to detail.
- Ability to interpret and analyze complex data sets.
Communication:
- Clear verbal and written communication skills, able to convey information effectively across different channels.
Innovative Thinking:
- Strategic mindset with a focus on process improvements and creative solutions.
Teamwork:
- Ability to collaborate with team members and work independently when needed.
General Working Conditions:
- Shift work with flexible working hours.
- Ability to work under pressure during peak times.
Post a Comment