and applies workforce management techniques and concepts to improve productivity outcomes.
Techniques include real time adherence (RTA), routine performance snapshots, communications,
attendance tracking, ensuring scheduling and all work shifts, breaks, lunches, meetings, and team
huddles are continually optimized to maintain the required coverage This role ensures effective and
efficient utilization of resources based on understanding key service drivers to complete variance
analytics to make proactive changes to minimize variances.
This role also assists management with capacity decisions by identifying call volume trends/associate
trends that may be impacting the business at a wider level

What You'll Bring:

&bull Monitor Call Volume flows, targets & misses on SLA metrics, take mitigation steps to ensure SL's are met &bull Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non schedule adherence and take immediate action to improve performance. &bull Work on real-time requests related to schedule changes, off phone activities and profile changes &bull Analyze daily efficiency metrics reports and communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance &bull Initiate escalation process for system outages and Service Level Agreements (SLA) risks &bull Be the primary interface between WFM and operations while strengthening a positive partnership and improving their delivery processes &bull Monitors inbound operations to ensure optimal staffing levels. &bull Facilitates real-time discussions with necessary stakeholders. &bull Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports &bull Administers volume contingency action plans as deemed necessary and appropriate. &bull Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. &bull Use trends and reports to forecast requirements &bull Assist with projects and other duties as requested or assigned &bull Prepare & deliver daily service levels, adherence/non-adherence reporting to management on volume, average handle time, schedules (shift, training), Shrinkage, utilization, employee activity (on all efficiency metrics) &bull Conduct root cause analysis on any discrepancies or deviations from the standard process. &bull Provide insights on existing data to internal/external stakeholders &bull Process all unplanned changes/adjustments to the schedule and optimize schedules daily in response to shrinkage: call outs, late, and other Training/Nonproductive activities, Monitor and coordinate daily 1 on 1 and team meetings to ensure minimal impact to service levels &bull Solicit extra hours (Overtime) where applicable, to ensure staffing meets forecasted volumes

Impact You'll Make:

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you have not heard from us within 3 weeks from applying, please regard your application as unsuccessful.

Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.

A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre in order to work effectively.

Please note that being a credit bureau, some positions require a clear credit record.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Analyst, Consumer Operations Support