Real Time Analyst -Talent Pool

Mass Markets; Cape Town; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A leading tech-enabled business services company in Cape Town is seeking a Real Time Analyst to enhance workforce planning and real-time management for a client in the digital services industry. The ideal candidate will have a strong background in workforce management, exceptional analytical skills, and proficiency in Microsoft Excel. This role requires aligning with client operational goals and maintaining service level expectations while working in a dynamic environment.

Benefits

Health Benefits

Career Growth

Paid Training

Casual Dress Code

Annual Leave

Qualifications

• Minimum of 3 years of experience in workforce management or operations planning in a contact center.
• Excellent command of the English language, both written and verbal.
• Experience with data analysis and operational reporting.

Responsibilities

• Develop and maintain accurate forecasts for contact volume and staffing needs.
• Create and manage agent schedules to ensure optimal coverage.
• Monitor real-time performance and make intraday adjustments.
• Collaborate with client stakeholders and internal teams.

Skills

Analytical skills

Problem-solving skills

Communication skills

Proficiency in Microsoft Excel

Education

Diploma or Degree in business, operations, or a related field

Tools

Workforce management platforms

Job description

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking a Real Time Analyst to support one of our clients in the digital services industry. The client delivers a wide range of connectivity and entertainment solutions to both residential and business customers. This role is responsible for ensuring that workforce planning, forecasting, and real-time management align with the client’s operational goals and service level expectations.

This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Develop and maintain accurate forecasts for contact volume, staffing needs, and scheduling across multiple support channels.
• Create and manage agent schedules to ensure optimal coverage and adherence to service level agreements.
• Monitor real-time performance and make intraday adjustments to maintain efficiency and responsiveness.
• Collaborate with client stakeholders and internal teams to align workforce strategies with business objectives.
• Analyze historical data to identify trends, improve forecasting accuracy, and support long‑term planning.
• Maintain and optimize workforce management systems and tools, ensuring data accuracy and usability.
• Generate and present regular reports on staffing, adherence, shrinkage, and overall performance metrics.
• Effectively manage transport logistics to ensure full shift utilization.
• Possess advanced Microsoft Excel skills for data analysis and operational reporting.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Diploma or Degree in business, operations, or a related field preferred.
• Excellent command of the English language, both written and verbal.
• Minimum of 3 years of experience in workforce management or operations planning in a contact center.
• Strong analytical and problem‑solving skills with a data‑driven mindset.
• Proficiency in workforce management platforms.
• Excellent communication and collaboration skills, with experience working across teams and with external clients.

Preferred (Advantageous):

• Experience working on a U.S. campaign (especially telecom related).

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits that go beyond salary. Our team members enjoy:

• Annual Leave: Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits: After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
• Career Growth: We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training: Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment: Join a collaborative, team‑oriented culture that values engagement and support.
• Casual Dress Code: Enjoy a relaxed dress policy that lets you work comfortably.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.