Intraday WFM Analyst - Real-Time Optimizer

TP; Cape Town; On-site; ZAR 450,000 - 600,000; Full time

Job summary

TP South Africa in Cape Town is seeking a WFM Real Time Analyst to join our Workforce Management team. You will monitor intraday performance, track service levels, staff against forecasts, and communicate insights to Operations.

The role requires strong analytical skills, proficiency in Excel, and the ability to collaborate with multiple stakeholders to drive real-time decisions that enhance customer experience.

Qualifications

• Experience in Workforce Management, preferably Real Time Analyst or similar role.
• Understanding of contact centre operations and service level metrics.
• Strong analytical skills and ability to interpret real-time performance data.
• Proficiency in Microsoft Excel and workforce reporting.
• Strong communication skills and ability to work with multiple stakeholders.
• Excellent attention to detail and problem-solving abilities.
• Ability to prioritise tasks and respond effectively in a fast-paced environment.

Responsibilities

• Monitor real-time operational performance, including service levels and call volumes.
• Track actual performance against forecasts and staffing requirements.
• Identify deviations, staffing gaps and risks to service delivery.
• Coordinate intraday adjustments to support operations.
• Monitor agent attendance, schedule adherence, shrinkage and availability.
• Communicate real-time performance updates to WFM and Operations stakeholders.
• Prepare and maintain real-time reports, dashboards and updates.
• Provide timely analysis to support operational decisions.
• Escalate service level risks and challenges per procedures.
• Identify trends and opportunities to improve efficiency and performance.

Skills

Workforce Management

Real Time Analyst

Contact centre operations

Service level metrics

Analytical skills

Microsoft Excel

Workforce reporting

Communication skills

Attention to detail

Tools

Microsoft Excel

Job description

TP South Africa in Cape Town is seeking a WFM Real Time Analyst to join our Workforce Management team. You will monitor intraday performance, track service levels, staff against forecasts, and communicate insights to Operations.

The role requires strong analytical skills, proficiency in Excel, and the ability to collaborate with multiple stakeholders to drive real-time decisions that enhance customer experience.