Real-Time Analyst Salary: R35 000 - R38 000 per month

About the Role

The Real-Time Analyst position is instrumental in achieving business service level objectives efficiently. This role focuses on managing real-time operational processes to ensure optimal performance throughout the day. Responsibilities include monitoring key metrics, making timely adjustments to staffing levels, and optimising resources to meet service level targets. A keen eye for detail and strong analytical skills is vital in driving operational efficiency and delivering outstanding service to our customers.

Duties & Responsibilities

1. Efficiently manage intra-day staffing and service levels;
2. Provide timely, accurate reports on intra-day performance;
3. Monitor and drive schedule adherence;
4. Communicate effectively with internal and external customers;
5. Perform other duties and assignments as directed.

Technical Skills

1. Proficient in Excel with strong skills in data manipulation, including scrubbing, dissecting, and shaping data to create customised reports;
2. Familiarity with Workforce Management (WFM) systems such as eWFM, Verint/BluePumpkin, IEX, CMS, etc., enabling effective utilisation of these platforms for operational optimisation and analysis.

Desired Experience & Qualification

1. Minimum of 2 years WFM experience in a call centre inbound voice process;
2. Ability to prioritise workload, meet deadlines, and perform multiple tasks with attention to detail;
3. Solid critical thinking, problem-solving, and interpersonal skills;
4. Demonstrates ability to give and receive feedback from peers and business partners;
5. Must demonstrate sound arithmetic, analytical, and problem-solving abilities;
6. Excellent verbal, written, and comprehension skills.

Package & Remuneration

Salary: R35 000 - R38 000 per month

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