Real Time Analyst - WFM

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

Job summary

A leading BPO company in Cape Town is seeking a proactive Real Time Analyst to join their Workforce Management team. The successful candidate will monitor real-time performance, manage staffing levels, and analyze data to enhance service level agreements. They should have at least 3 years of experience in a contact center and familiarity with WFM tools. This role offers competitive full-time compensation and various allowances.

Benefits

Competitive full-time compensation

Transport allowance

Medical allowance

Birthday leave

Professional development budget

Qualifications

• 3 years of experience in Workforce Management or Real Time Analysis.
• Strong analytical skills with proficiency in data analysis and reporting.
• Experience with WFM tools and advanced Excel or Google Sheets skills.

Responsibilities

• Monitor real-time call volume and agent activity for optimal staffing.
• Identify service level risks and implement corrective actions.
• Analyze data to provide insights and facilitate staffing adjustments.

Skills

Workforce Management experience

Data analysis and reporting

WFM tools expertise

Problem-solving

Strong communication

Organizational skills

Flexibility

Tools

NICE IEX

Verint

Genesys

Excel

Google Sheets

Job description

Role Overview

We are seeking a detail-oriented and proactive Real Time Analyst to join our Workforce Management (WFM) team. In this crucial role, you will monitor intra-day performance, manage workforce-related activities, and ensure efficient staffing levels to meet service level agreements (SLAs) across our multi-channel contact center operation supporting top-tier clients. This position is vital for optimizing real-time performance within our operations.

Key Responsibilities

• Monitor real-time call volume and agent activity to ensure optimal adherence to staffing schedules.
• Identify potential service level risks and collaborate with the operations team to implement immediate corrective actions.
• Analyze real-time data to provide insights on trends and performance, facilitating adjustments to staffing as needed.
• Coordinate agent schedules and make necessary adjustments to accommodate unexpected changes in volume.
• Create and distribute daily performance reports to share insights on efficiency, occupancy, and adherence across teams.
• Collaborate closely with team leaders and management to ensure seamless operations and effective real-time decision-making.
• Support the ongoing development of WFM processes and best practices to enhance operational efficiency.
• Utilize WFM software tools to maintain accurate scheduling and reporting.

Qualifications

• 3 years of experience in Workforce Management or Real Time Analysis within a BPO or contact center environment.
• Strong analytical skills with proficiency in data analysis and reporting.
• Experience with WFM tools (e.g., NICE IEX, Verint, Genesys, etc.) and advanced Excel or Google Sheets skills.
• Understanding of key contact center metrics and best practices for service level management.
• Proactive problem-solving skills, with the ability to think on your feet and make decisions under pressure.
• Strong communication skills to collaborate effectively with team leaders and management.
• Detail-oriented with strong organizational skills to manage multiple priorities in a fast-paced environment.
• Ability to work flexible hours to accommodate business needs, including weekends or holidays as required.

What’s In It for You

• Competitive full-time compensation
• In-office collaboration with a growing ops and support team in Cape Town
• Transport and Medical allowances
• High visibility role directly impacting SLA, staffing, and CX performance
• Partner with global clients and influence workforce strategy in real time
• Birthday leave + professional development budget
• Join a global team that values clarity, urgency, and operational excellence