Real Time Analyst

Capita; Cape Town; On-site; ZAR 300 000 - 500 000; Full time

Job summary

A leading contact center service company is seeking a Real Time Analyst in Cape Town to oversee call center operations. The successful candidate will monitor agent activities, manage real-time KPIs, and ensure adherence to schedules. They will also leverage their skills to interpret data and make crucial staffing decisions under pressure. This permanent full-time role offers competitive benefits and opportunities for growth in a supportive environment.

Benefits

Competitive Basic salary

Medical Aid

Annual Performance Incentive

Annual Leave beyond statutory requirements

Development and Growth opportunities

Qualifications

• Minimum 3-5 years unbroken service in contact center operations.
• WFM or real-time management understanding is essential.

Responsibilities

• Monitor agent activity, call volumes, and service levels.
• Ensure adherence to schedules and investigate deviations.
• Manage the RTA system and escalate issues as needed.

Skills

Strong ability to interpret intraday data

Clear communicator

Comfortable working under pressure

Data‑savvy Excel basic analytics

Education

Grade 12 / Matric

Tools

Workforce management software

Real-time dashboards

Job description

Job Title

Real Time Analyst

Job Description

A Real Time Analyst ensures smooth and efficient call center operations by continuously monitoring agent activity, call volumes, and service levels to keep performance aligned with targets.

Responsibilities

• Track live call volumes, queue status, service levels (SLAs) and KPIs like average handle time or occupancy.
• Ensure agent adherence to schedules and investigate intraday deviations.
• Update and track the BSLs and SOUs.
• Monitor actual real‑time updates.
• Manage the RTA system and raise red flags to manager and Ops following the escalation process.
• Handle schedule exceptions, unplanned absences and unexpected call surges.
• Send out completion and modules booked for Ops to pick up.
• Identify & react to opportunities for continuous improvement.
• Challenge and improve ways of working to drive efficiency.
• Attendance to planning huddles to relay any challenges from the floor or from planning back to Ops as needed.
• Manage and monitor the Transfers.
• Daily/Weekly sessions with the OPS/HOS to feedback any red flags and issues to pick up.
• Daily run of the Short/disconnects call tracker.
• CBTs reporting & driver.
• Track completion of booked modules. Any modules not completed are sent weekly to Ops; continued non‑completion is sent to HOS. Anything requested outside of the above needs to be ran past your line manager to confirm if this fits within the role and to assess if you have the bandwidth to complete.
• Take the lead to ensure the action of changes in real‑time to deliver optimal performance outputs and deliver impact assessments and production of intraday performance scenarios because of exceptional non‑BAU type events.

Capita Values

Implement and practice the Capita Values through practical application of the behaviors required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.

Professional Know‑How

Academic

Grade 12 / Matric

Required Skills & Qualifications

Minimum Experience

• 35 years unbroken service in contact center operations
• WFM or real‑time management understanding (Essential).

Technical Proficiency

• Skilled in workforce management software, real‑time dashboards and reporting tools.
• Data‑savvy Excel basic analytics and comfort with call center metric analysis.

Analytical & Decision‑Making

• Strong ability to interpret intraday data and make quick staffing decisions.

Communication & Collaboration

• Clear communicator who can effectively engage with cross‑functional teams.

Adaptability & Stress Management

• Comfortable working under pressure often in shift‑based schedules.

About Us

Capita is an award‑winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help you to your future whether its to gain world‑class customer service experience or grow with our variety of skills and experiences we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government, education to employment working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6‑star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi‑faceted transport options. The on‑site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for You

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target % rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio‑economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure broadening our employees horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth helping our employees to reach their full potential.

What We Hope You’ll Do Next

Choose “Apply now” to fill out our short application so that we can find out more about you. Please upload an up‑to‑date CV which highlights your relevant experience.

What Will Happen Next

• Your application will be reviewed.
• If your application is successful you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

EE Statement

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business EE targets and goals.

Attachments

Attach your most recent CV indicative of the criteria as advertised.

Ad to Expire

Midnight 17 November 2025

No late applications will be considered.

Location

Cape Town, South Africa

Time Type

Full time

Contract Type

Permanent

Additional Details

Required Experience: IC

Key Skills: Bidding, Apps, Benefits, Corporate Recruitment, Android Development

Employment Type: Full‑Time

Experience: years

Vacancy: 1