Tracker Connect is a comprehensive vehicle tracking, stolen vehicle recovery, and fleet management solution offered by Tracker South Africa. It provides services for both personal and business use, accessible via a website portal and a mobile app. Vehicle Location & Monitoring: View your vehicle’s current and historical locations, speed, and odometer readings via the Tracker Connect App (Google Play) or the MyTracker website. The system includes an assist button for roadside assistance (e.g., flat tyres, running out of fuel) and medical emergencies. The separate Tracker CareGuard service offers on-demand armed response through a mobile panic button.

Job description

• Accurately forecast staffing requirements
• Creation of agent schedules that optimise business needs and resources
• Schedule Optimisation when required, based on business and operational requirements
• Real-time Adherence Monitoring
• Intra-Day tracking and adjustments to improve intra-day staffing level predictions
• Optimize meetings, training and other off-phone activity requests
• Maximize occupancy and minimize over and under resource utilization
• Completion of Aspect WFM administrative tasks as may be requested by the assigned business units and the reporting manager
• Analysis and interpretation of Data
• Pro-active management of changes ensuring effective shift patterns
• Effective communication and recommendations based on real-time and historical data
• Frequently visit assigned business areas and hold forecasting and shrinkage meetings as agreed with your reporting manager
• Assist the Customer Service Business areas through on-going training and support and the revision and enhancement of existing processes where necessary
• Compilation of reports from WFM and related information, as required

Minimum requirements

• Matric
• Certification or equivalent in Telephony Administration or Customer Service
• Diploma or Degree in IT or similar field advantageous
• Minimum 2 year working experience with WFM (Workforce Management), including forecasting, scheduling, tracking, optimization, monitoring and reporting
• 1 year experience in a leadership role
• Minimum 3 years’ experience in call centers
• Experience in the Tracker contact centre environment advantageous
• Omni-channel experience advantageous
• Produce written documents in English
• MS Office Tools (Word, Excel, PowerPoint)

Required Competencies: 

• Results driven/Goal orientated
• Able to work under pressure
• Able to work independently and as part of a team
• Pro-active approach to work
• Excellent problem-solving ability
• Excellent time management and attention to detail
• Confident and assertive
• Analytical
• Intuitive

Should you not hear from us within 4 weeks, please consider your application unsuccessful.

Benefits

• Medical Aid, Provident Fund