Real Time Monitor
As a Real Time Monitor you will drive and steer the strategic and tactical real time delivery objectives across a single account. Some of the key focus areas of this role is to monitor employee productivity at a real time level. You will report to a Universal Control Analyst.
Location: Paarl
Sigma Family?
💚 At Sigma, we stand out and have now been acknowledged 3 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.
Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries
What being a part of the Sigma Family means for you!
📈 Career development and opportunities to apply for internal promotions following your probationary period.
🏆 Monthly, Quarterly and Annual awards with marvelous prizes.
💆♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.
🌳 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.
📁 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.
🍕 Fuel Up & Connect - Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!
💅 💪 Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!
💖 Your Health Matters - We have a nurse on-site to assist with any female health-related queries, support when you need it most.
🤓 Your Vision, Our Mission, All Done Where You Work - We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!
🚗 Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.
💻 Join communities and collaborate with your colleagues on our internal Social Media platform.
💙 The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.
What Your Day-to-Day Will Look Like
📞 You will be the first line of coverage to call out any deviation to schedule and plan back to the Operation. You will support with flagging major incidents to Operations and intraday team. You must have good knowledge of IEX functionality. You will correspond with the intraday and/or Dialler team regarding movement of support between LOBs in Real time. You will monitor adherence of agents in real time.
You will monitor campaigns to ensure optimal staffing levels. You will support real time shrinkage. You will help with integration and implementation of new call centre technologies.
What Amazing people will bring to the role
💡 You have shadowed in the Real Time department will be a distinct advantage. You have intermediate knowledge of WFM call centre management and all related calculations. You have great knowledge of managing agents in line with Sigma policies and procedures. You have knowledge of WFM tools. You have extensive knowledge of WFM processes, procedures and methodologies. You have skills on Excel.
You are competent in the use of Microsoft Office products.
Requirements:
Simple and Straight Forward Recruitment.
📩We don’t see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, we’ll proceed with further shortlisting & start your application process.
If you like the sound of being part of the Sigma Family, then don’t wait and get applying!
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