The mission of the Real-Time Agent (RTA) is to ensure the seamless operation of the call centre through constant monitoring of systems and interactions. The RTA promptly identifies and addresses issues, provides accurate reports to stakeholders, and collaborates with relevant teams to maintain optimal service levels and customer satisfaction.
Responsibilities
Key Performance Areas:
Continuous Monitoring:
- Monitor systems and interactions in real-time to identify anomalies and potential issues.
- Conduct regular tests of systems and analyse service levels across all contact centre touchpoints.
Data Analysis and Reporting:
- Analyse real-time data to assess call volumes, queues, and agent performance.
- Prepare accurate and timely reports on system performance, service levels, and agent adherence.
Staff Adherence Monitoring:
- Monitor staff adherence to schedules and performance targets.
- Provide feedback and coaching to agents to ensure operational standards are met.
System Testing and Monitoring
- Conduct testing and monitoring of systems such as Qcontact & Callbi
- Identify and address technical issues promptly to minimise disruption to operations.
Qualifications
Education:
- Matric or equivalent
- Fluent in English
Experience:
- Minimum of 3 years of proven experience in Real Time within a call centre or customer service environment.
- Technical Proficiency: Familiarity with call centre software, quality monitoring tools, and proficiency in handling interactions across various communication channels, including calls, WhatsApp, SMS, tickets, and emails, for report generation and analysis.
Skills / physical competencies:
- Interpersonal Skills: Ability to effectively engage with diverse individuals across multiple communication channels, demonstrating empathy, patience, and professionalism.
- Analytical Abilities: Strong problem-solving skills coupled with a keen attention to detail and the ability to interpret complex data sets from various communication platforms.
- Communication: Excellent verbal and written communication skills, with the capability to convey information clearly and persuasively across different channels.
- Flexibility: Willingness to work varied shifts as required to accommodate operational needs across all communication channels.
- Innovative Thinking: Strategic mindset with the capacity to generate creative solutions and contribute to process improvements across diverse communication platforms.
- Team Player: Collaborative approach towards teamwork, coupled with the ability to work autonomously and take initiative in monitoring and improving interactions across multiple channels.
- Technical Proficiency: Familiarity with call centre software, quality monitoring tools, and proficiency in handling