Real-Time Analyst

Hinduja Global Solutions (HGS) is an innovative leader in Customer Experience and Business Process Management with over four decades of providing services. Our customer-obsessed ethos combined with a pioneering approach places digital solutions at the core of our operations. As we navigate the digital era, we strive to revolutionize customer experiences, equipping our clients with a significant competitive advantage.

Are you a detail-oriented problem solver with a passion for data-driven decision-making? Hinduja Global Solutions (HGS) is seeking a dedicated Real-Time Analyst to join our team in Woodstock, Cape Town. In this on-site role, you will play a key part in ensuring efficient resource management to meet client service level agreements and operational needs. As a Real-Time Analyst, you will monitor real-time performance and adherence, make informed schedule adjustments based on live data, and collaborate with operations teams to optimise workforce availability. By leveraging workforce management tools and analysing performance trends, you will help drive continuous improvement in service delivery and operational efficiency. This is an exciting opportunity to work in a dynamic environment where your expertise will have a tangible impact on business outcomes.

Please note, candidates will need to be in Cape Town, as this is an on-site role.

Benefits Of Working

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people-first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Plus, Working With HGS Comes With Benefits Like

• Competitive Salary
• Annual leave entitlement: 17 days upon commencement, 20 days after 2 years
• Medical and Retirement Allowance (Company Contribution)
• Life and Disability Cover (Company Contribution)

Looking For JD

We are looking for a proactive and analytical individual with a strong background in real-time workforce management. You should be skilled in monitoring performance data, identifying trends, and making informed decisions to meet service targets.

The ideal candidate will excel in fast-paced environments, demonstrating exceptional problem-solving and multitasking abilities. Strong communication skills are essential, as you will collaborate with team leaders and stakeholders to address staffing needs and manage real-time adjustments. Proficiency in workforce management tools and advanced data analysis skills are critical to success in this role. This role operates during shifts between 1 PM and 10 AM, making it ideal for night owls who thrive in non-traditional working hours. If you are based in Cape Town and are ready to bring your expertise to a global leader in customer experience management, we would love to hear from you!

Requirements JD

• Proven experience in real-time workforce management within a contact centre environment.
• Strong analytical and problem-solving skills with a focus on data-driven decision-making.
• Proficiency in workforce management tools and advanced data analysis.
• Excellent communication and interpersonal skills for effective collaboration.
• Ability to multitask and prioritise in a fast-paced environment.
• Strong computer literacy, particularly with Microsoft Office applications.
• Must be based in Cape Town, as this is an on-site role.

As an equal opportunity employer, HGS is dedicated to inclusivity. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.