WFM- Real time Analyst
TeleperformanceCape Town, Western Cape, South Africa30+ days ago
Job descriptionReal-Time Monitoring and Management (Skill changing in real-time) Monitor intraday service levels across all contact channels (voice, email, chat, and social media). Ensure real-time adherence to schedules and make necessary adjustments to meet service level agreements (SLAs). Proactively identify and mitigate potential disruptions in workforce allocation. Analysis and Reporting Analyze account KPIs and real-time data to identify trends, efficiency opportunities, and improvement areas. Prepare and deliver daily, biweekly, and monthly performance reports. Conduct root-cause analyses to explain forecast variances and recommend actionable improvements. Operational Collaboration Work closely with operations teams to refine delivery processes and address real-time challenges. Recommend and coordinate schedule changes to optimize resource allocation. Act as the point of contact for real-time decision-making and resolution of workforce management challenges. Stakeholder Engagement Present insights, performance stories, and interval-level impacts effectively to stakeholders. Ensure reports are accurate, reliable, and aligned with the needs of internal and external stakeholders. Technical Skills Proficiency in real-time monitoring tools like IEX, Aspect, Calabrio, or other omnichannel contact center solutions. Basic to intermediate Excel skills (pivot tables, data analysis). Familiarity with forecasting and workforce management software is a strong asset. Analytical and Problem-Solving Abilities Strong analytical skills to interpret data and drive decision-making. Attention to detail with the ability to identify patterns and trends in real-time data. Communication and Collaboration Effective verbal and written communication skills to interact with all levels of the organization. Ability to communicate technical insights in a clear and concise manner. Strong stakeholder management skills with a proactive approach to relationship building. Behavioral Attributes Organized, adaptable, and capable of working under pressure. Self-motivated with excellent time management skills and the ability to work independently. Resilient and resourceful, with a positive attitude toward challenges and changes.
Overview
Job Overview
The Real-Time Analyst (RTA) is responsible for managing and monitoring real-time resource allocation in our contact center to meet forecasted call volumes while ensuring service level goals and efficiency targets. This role involves live monitoring, data analysis, and proactive problem-solving to optimize workforce efficiency and client satisfaction. Additionally, the role will evolve to incorporate Workforce Management (WFM) attributes, contributing to the broader planning and delivery lifecycle.
Qualifications
Qualifications and Experience
- Minimum 18 months of tenure as an RTA (essential).
- Experience within a BPO (essential).
- Experience in workforce management or real-time monitoring within a contact center environment.
- Matric equivalent qualification (essential).
- Proven experience with tools like IEX, Aspect, Calabrio, or similar platforms (preferred).
- Strong analytical and organizational skills with the ability to multitask.
Responsibilities
Key Responsibilities
Competencies and Skills Required
#J-18808-Ljbffr
Create a job alert for this search
Analyst • Cape Town, Western Cape, South Africa
Related jobs
As a Crypto Investment Analyst at Token Metrics, you will play a crucial role in identifying and evaluating emerging cryptocurrencies and Web3 projects with the potential for exponential returns.Yo...Show moreLast updated: 30+ days ago
RentalConsulting, founded by real estate investor and mentor Riley Oickle, is a leader in real estate investing education.
We specialize in offering mentorship to Canadians, helping them scale their...Show moreLast updated: 30+ days ago
As a Crypto Investment Analyst at Token Metrics, you will play a crucial role in identifying and evaluating emerging cryptocurrencies and Web3 projects with the potential for exponential returns.Yo...Show moreLast updated: 25 days ago
Our client is seeking a progressive AI Business Analyst that will play a key role in bridging the gap between business needs and technical development.
The successful candidate will gather and analy...Show moreLast updated: 30+ days ago
Intelligent Technical Solutions, you are expected to perform Client standards and alignment reviews and work proactively towards aligning Clients that are misaligned against our Company standards.M...Show moreLast updated: 30+ days ago
- Promoted
Crypto Investment Analyst (Remote)
Token Metrics IncWorkFromHome, Western Cape, South AfricaRemote
- Promoted
Real Time Management Associate
Concentrix - CASimon's Town, Western Cape, South Africa Job Title : Real Time Management Associate.Location : ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town.To keep a live dialogue going with the Bridge amongst other relevant sources to ensure t...Show moreLast updated: 23 days ago
- Promoted
REMOTE - Full Time Data Entry Analyst
Mashreq BankWorkFromHome, Western Cape, South AfricaRemote
- Promoted
Real Time Analyst - WFM
WNSCape Town, Western Cape, South Africa WNS Cape Town, Western Cape, South Africa.WNS Cape Town, Western Cape, South Africa.Get AI-powered advice on this job and more exclusive features.
NYSE : WNS) is a global Business Process Management ...Show moreLast updated: 30+ days ago
- Promoted
Real Time Analyst
MCICape Town, Western Cape, South Africa MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.
With a commitment to excellence and a focus on...Show moreLast updated: 30+ days ago
- Promoted
Senior Executive-Real Time Analyst-Real Time Analyst (RTA)
EXLCape Town, Western Cape, South Africa EXL Cape Town, Western Cape, South Africa.Responsible for intra-day management processes for operations located in Cape town.
To achieve business service level objectives efficiently.Create and mana...Show moreLast updated: 30+ days ago
- Promoted
HCM Onboarding Analyst - EMEA
RemoteWorkFromHome, Western Cape, South Africa Be among the first 25 applicants.Get AI-powered advice on this job and more exclusive features.Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly w...Show moreLast updated: 30+ days ago
- Promoted
Real Time Management Associate
ConcentrixCape Town, Western Cape, South Africa Join to apply for the Real Time Management Associate role at Concentrix.To keep a live dialogue going with the Bridge among other relevant sources to ensure the contact centre site is operating con...Show moreLast updated: 8 days ago
- Promoted
Real-Time Analyst Salary : R35 000 - R38 000 per month
Believe Resourcing PTY LtdCape Town, Western Cape, South Africa 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...Show moreLast updated: 30+ days ago
- Promoted
Real Time Specialist, Workforce Management
TeleTech Holdings, Inc.Cape Town, Western Cape, South Africa Your potential has a place here with TTEC's award-winning employment experience.As a Workforce Management (WFM) Specialist working onsite in Cape Town, South Africa, you'll be part of creating and ...Show moreLast updated: 28 days ago
- Promoted
On Premise Analyst
Red Bull GruppeCape Town, Western Cape, South Africa The focus of this role is to drive analytics and reporting projects and process them into actionable insights which enable our teams to be more effective and efficient in the market.Being a key mem...Show moreLast updated: 11 days ago
- Promoted
Crypto Investment Analyst (Remote)
MediumWorkFromHome, Western Cape, South AfricaRemote
- Promoted
Business Analystâ Remote WFH
AfrikyeWorkFromHome, Western Cape, South AfricaRemote
- Promoted
Reporting Analyst
TeleperformanceCape Town, Western Cape, South Africa We are seeking a highly analytical and detail-oriented Reporting Analyst I to join our team at Teleperformance SA.The successful candidate will play a pivotal role in managing and developing manage...Show moreLast updated: 30+ days ago
- Promoted
Real Time Analyst
Mass MarketsCape Town, Western Cape, South Africa MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.
With a commitment to excellence and a focus on...Show moreLast updated: 30+ days ago
- Promoted
Real Time Analyst - Graveyard shift - Airline Campaign
WNSCape Town, Western Cape, South Africa Real Time Analyst - Graveyard shift - Airline Campaign.WNS Cape Town, Western Cape, South Africa.WNS (Holdings) Limited (NYSE : WNS) is a global Business Process Management (BPM) leader.WNS offers b...Show moreLast updated: 30+ days ago
- Promoted
Real Time Specialist, Workforce Management
TTECCape Town, Western Cape, South Africa TTEC Cape Town, Western Cape, South Africa.Specialist, Workforce Management.Bringing smiles is what we do at TTEC… for you and the customer.
As a Workforce Management (WFM) Specialist, you will be w...Show moreLast updated: 22 days ago
- Promoted
Alignment Engineer (Remote - Fulltime) $12.00 / hr
Intelligent Technical SolutionsBellville, Western Cape, South AfricaRemote