Real Time Analyst (Permanent position)

Bigen Africa; South Africa; On-site; ZAR 420,000 - 620,000; Full time

Job summary

Bigen Africa is seeking an experienced Real-Time Management professional to optimize intraday scheduling for a Gauteng contact centre network.

You will monitor adherence, adjust forecasts, and generate MI reports to drive efficiency and cost reductions. Collaboration with WFM and operations is essential to meet SLA targets across multiple channels.

Qualifications

• Experience in real-time management within a contact centre.
• Strong planning, scheduling and forecasting across omni-channel.
• Solid understanding of contact centre processes and SLAs.
• Familiar with FTE-based and outcomes-based workforce models.
• Experience with telephony platforms and outbound diallers.
• Advanced MS Excel skills and MS Office proficiency.
• Stakeholder management across multiple levels.

Responsibilities

• Provide real-time support to ensure schedule adherence to forecasts.
• Adjust intraday workforce based on changing forecasts.
• Schedule transaction-based work and events for service levels.
• Collate activities to keep intraday forecasts accurate.
• Record attrition, absenteeism, and overtime for reporting.
• Develop MI reporting and agent-level performance metrics.
• Monitor performance and provide adherence alerts to stakeholders.
• Provide Workforce Management reports as required.
• Maintain accuracy of exception capturing and reporting.
• Balance load and staffing in real-time and historically.

Skills

Real-time mgmt

Forecasting

WFM tools

Omni-channel

Stakeholder mgmt

Advanced Excel

Education

Matric / NQF4

Higher Cert / Diploma in BI

Business/Ops degree (preferred)

Job description

Employment Type:

Permanent

Reference No:

5544

Location:

Gauteng

Remuneration

Market Related

Starting Date

2026/09/02

Closing Date

9/11/2026 12:00:00 AM

Requirements

Experience

• Minimum 2 years' experience in a Real-Time Management role within a contact centre operation.
• Minimum 2 years' experience in planning, scheduling, and forecasting within a contact centre environment for both inbound and outbound, across an omni-channel environment.
• Solid understanding of contact centre processes and SLAs.
• Knowledge and experience with FTE-based and outcomes-based workforce models.
• Knowledge and experience with various contact centre telephony platforms, workforce management tools, and outbound diallers.
• Proficiency in computer skills, particularly with the MS Office Suite, particularly Advanced Excel
• Experience managing stakeholders at various levels within an organization.
• Advanced problem-solving skills.

Position Description

• Provide virtual real-time support to various clients across the company's network to ensure schedule adherence aligns with the volume and resource forecasts provided by the workforce planning specialist (WFM).
• Adjust intraday workforce requirements based on changing/dynamic forecasts.
• Schedule all transaction-based work and special events for optimal service levels and occupancy (e.g., meetings, training, coaching, emails, queue work, projects).
• Accurately collate all core and non-core activities on a real-time basis to ensure up-to-date intraday forecasts and accuracy in shrinkage calculations.
• Record all attrition, absenteeism, leave, sickness, lateness, planned off-phone activities, and overtime.
• Optimize the utilization of our workforce to improve efficiency and reduce resource costs
• Develop and maintain MI reporting, providing agent-level performance-related information such as AHT and non-productive call states reporting.
• Monitor and manage performance and schedule adherence by effectively walking the floor and providing adherence alerts to critical stakeholders.
• Provide relevant Workforce Management reports as per operational requirements.
• Ensure accuracy of exception capturing and real-time reporting.
• Provide coverage for RTA activities during periods specified by the WFM.
• Continuously review ways of working, seeking regular feedback from customers and stakeholders on improvement areas.
• Variance reporting to customers to enable timely decisions about planned offline activities and outages.
• Maintain ACD and SLA adherence reporting, providing insights on adherence or hindrance to key stakeholders.
• Formulate agent schedules in consultation with operational managers within agreed timeframes and in line with workload volumes and shrinkage assumptions.
• Analyse workload volumes and monitor performance and productivity.
• Provide ongoing communications with contact centre staff, senior management, and EXCO, both local and global team, on load balancing and staffing requirements in real-time, historically, and proactively.
• Maintain positive relationships with internal customers and outsourced vendors to ensure joint goals are met.
• Variance reporting to customers to enable timely decisions about planned offline activities and outages.
• Create a culture of ownership and accountability throughout the organisation in support of our values.
• Ensure frequent knowledge sharing with team members.
• Own development through personal growth and studies.
• Actively participate in team initiatives and functions. and assist in creating an environment that contributes to employee wellbeing and growth

Education

• A Matric Certificate or NQF Level 4 Qualification
• A Higher certificate or Diploma in Business Intelligence or an NQF Level 5 relevant qualification
• Relevant tertiary qualification in business management, operations management, or an or an NQF Level 6 relevant qualification in related field is preferred.