Intraday Real-Time Workforce Analyst

Teleperformance; Cape Town; On-site; ZAR 300,000 - 540,000; Full time

Job summary

Teleperformance South Africa seeks a Workforce Management Analyst to monitor real-time and intraday scheduling, ensuring the right number of agents are in seats to meet forecasted call volumes and service levels across all channels.

You will analyze KPIs, manage attendance and break schedules, produce daily and monthly reports, and collaborate with operations to drive continuous improvements in delivery processes.

Qualifications

• 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, Genesis, Omnichannel or similar platforms (preferred).
• Strong analytical and organizational skills with the ability to multitask
• Basic Excel skills

Responsibilities

• Analyze account KPI’s, call flow data and undertake analysis of real time schedule efficiency measurements to support continuous service improvement.
• Manage the call volume, daily attendance and program break schedules
• Assure real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Work closely with the operations team to analyze and help improve their delivery processes
• Intraday real time monitoring of service levels for all contact channels (call, e-mail and chat) and queues at multiple sites (omni -channel)
• Produce daily, biweekly and monthly internal reports
• Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
• Recommend real-time schedule changes and identify efficiency opportunities
• Must be able to articulate the data and tell the Performance Story through insights, data and key indicators seen in the live day.
• Is able to articulate interval level insight based on service level impacts.
• Ensures that all reports originating from the department are accurate and reliable.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Stakeholder management is deemed a critical requirement
• Further roles and responsibilities to be discussed during and post placement of successful candidate

Skills

Analytical skills

Organizational skills

Multitasking

Education

Matric equivalent

Tools

IEX

Aspect

Calabrio

Genesis

Omnichannel

Microsoft Excel

Job description

Teleperformance South Africa seeks a Workforce Management Analyst to monitor real-time and intraday scheduling, ensuring the right number of agents are in seats to meet forecasted call volumes and service levels across all channels.

You will analyze KPIs, manage attendance and break schedules, produce daily and monthly reports, and collaborate with operations to drive continuous improvements in delivery processes.