Real Time Analyst

About the Role

The role works collaboratively with the Motor Claims Operations Leadership Team to act as the ‘eyes and ears’ of the various contact centre operations, monitoring key performance metrics and identifying trends and potential issues as they happen.

The role will be required to operate across three sites (North Lakes, Kawana, and Johannesburg).

Position Accountabilities

Time Monitoring and Analysis:

• Monitor call centre performance in real-time using various telephony tools and dashboards.
• Analyse call volume, handle time, average speed of answer, and other key metrics to identify trends and potential issues.
• Proactively identify and escalate any real-time performance deviations to the relevant team leaders/managers.
• Proactively Issue real-time directives and implement tactical adjustments for consultants, ensuring optimal handling of inbound calls and efficient workload di...