Real Time Analyst

Quantanite; Johannesburg; Hybrid; ZAR 30 000 - 60 000; Full time

Job summary

An innovative company is seeking experienced Real-Time Analysts to join their dynamic team in Johannesburg. In this pivotal role, you'll monitor and optimize key performance indicators in real-time, ensuring operational efficiency and effectiveness. Your analytical skills and ability to communicate effectively will be crucial as you collaborate across functions to identify trends and recommend improvements. With a focus on employee development and a vibrant company culture, this role offers the chance to make a significant impact while enjoying flexible working arrangements and a supportive environment.

Benefits

Flexible working

Casual dress code

Employee engagement activities

Professional development opportunities

Regular team events

Qualifications

• Strong analytical mindset with quick decision-making abilities.
• Experience in workforce management or related field preferred.

Responsibilities

• Monitor intraday performance to ensure service level adherence.
• Act as the real-time point of contact for operations and clients.

Skills

WFM Software Proficiency

Google Sheets

Microsoft Excel

Critical Thinking

Communication Skills

Time Management

Education

Experience in Workforce Management

Tools

Calabrio

Power BI

Tableau

Job description

Real Time Analyst, WFM

Location: Sandton or Rosebank, Johannesburg, South Africa

Compensation: TBD

Reporting to: Senior RTA, Manager, WFM

About Quantanite

Quantanite is a customer experience (CX) solutions and outsourcing company that helps fast-growing companies and leading global brands to transform and grow. We do this through a collaborative and consultative approach, rethinking business processes and ensuring our clients employ the optimal mix of automation and human intelligence. We’re an ambitious team of professionals spread across four continents and looking to disrupt our industry by delivering seamless customer experiences for our clients, backed-up with exceptional results. We have big dreams and are constantly looking for new colleagues to join us who share our values, passion, and appreciation for diversity.

About the role

We are seeking experienced real time analysts to support our cross geo support hub. The RTAs play a critical role in monitoring, analyzing and optimising key performance indicators (KPIS) in real-time to ensure operational efficiency and effectiveness. The position requires a strong analytical mindset, the ability to make quick decisions, and excellent communication skills. The Real-Time Analysts will work closely across functions to identify trends, troubleshoot issues and recommend solutions to improve performance.

Responsibilities Real-Time Management

• Monitor intraday performance across queues and channels to ensure service level adherence.
• Identify and escalate deviations from forecast, adherence issues, and unplanned variances in real-time.

Client & Operations Support

• Act as the real-time point of contact for operations and client stakeholders.
• Provide hourly, intraday, and end-of-day performance updates and summaries.
• Support client-specific SLA and KPI compliance through timely interventions and visibility.

Self-Service & Tool Enablement

• Drive usage and awareness of WFM self-service tools (e.g., real-time dashboards, adherence widgets, intraday planners).
• Gather feedback and promote continuous improvement of internal tools.
• Assist teams in understanding and leveraging available data to make informed decisions.

Communication & Collaboration

• Maintain clear, proactive communication with operations, clients, and support teams.
• Host regular syncs or updates with team leaders and wfm to highlight trends and action points.
• Prepare concise reporting or updates for escalations and leadership when required.

Incident Management

• Serve as the first responder for any service-impacting incidents (system outages, volume spikes).
• Log and escalate incidents promptly, working with internal tech and client support teams.
• Ensure stakeholders are informed during incident life cycles and assist in post-incident reviews.

Requirements:

Not everyone will have what it takes to do well in this role. To be seriously considered, we’re looking for the following:

Must Have:

• Previous experience in workforce management, or a related field is preferred.
• Proficiency in using WFM software and scheduling tools (Preferably Calabrio).
• Strong skills in using Google Sheets and Microsoft Excel for data management and reporting.
• Strong organizational skills with a keen eye for detail.
• Excellent verbal and written communication abilities.
• Ability to think critically and resolve scheduling conflicts.
• Collaborative mindset with the ability to work effectively with diverse teams.
• Strong time management skills, with the ability to handle multiple tasks simultaneously.
• Proficient in English language.

Good to Have:

• Excellent problem-solving skills and attention to detail.
• Ability to work independently and in a team environment.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Familiarity with business intelligence tools i.e. (Power BI, Tableau).

Benefits

At Quantanite, we ask a lot of our people, which is why we give so much in return. In addition to your compensation, our perks include:

• Flexible working: You’ll be able to work from home depending on requirements.
• Dress: Wear anything you like to the office. We want you to feel as comfortable as when working from home.
• Employee Engagement: Experience our family community and embrace our culture where we bring people together to laugh and celebrate our achievements.
• Professional development: We love giving back and ensure you have opportunities to grow with us and even travel on occasion.
• Events: Regular team and organisation wide get-togethers and events.

Future development

At Quantanite, you’ll have a personal development plan to help you improve in the areas you’re looking to develop in over the coming years. Your manager will dedicate time and resources to supporting you in getting you to the next level.

You’ll also have the opportunity to progress internally. As a fast growing organisation, our teams are growing, and you’ll have the chance to take on more responsibility over time. So, if you’re looking for a career full of purpose and potential, we’d love to hear from you!