Real-Time Monitor

Sigma Connected Group; Paarl; On-site; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Medical Insurance

Sigma Forest tree planting initiative

Awards programs (monthly/quarterly/ann

EAP & Mental Health Support

Career development opportunities

Inclusive workplace culture

Job summary

Sigma Connected Group in Paarl (Berg River Boulevard, Office Based) is seeking a Real Time Monitor to drive and steer real-time delivery objectives across a single account. You will monitor productivity, identify performance trends, and support operational efficiency through proactive workforce management, reporting to the Universal Control Analyst.

You will play a key role in ensuring service delivery objectives are achieved, performance is optimized, and real-time demands are managed across

Qualifications

• 12 months+ Call Centre BPO experience (essential).
• 12 months+ WFM experience (essential).
• Strong knowledge of WFM calculations and processes.
• Experience using WFM tools in contact centres.
• Good command of Microsoft Excel.
• Excellent English language skills (written and verbal).

Responsibilities

• Be the first line of coverage to call out deviations to schedule and communicate plan variances back to Operations.
• Flag and escalate major incidents to Operations and the Intraday team.
• Utilise strong knowledge of IEX functionality to support real-time workforce management activities.
• Correspond with the Intraday and Dialler teams regarding movement of support between LOBs in real time.
• Monitor agent adherence in real time and take action where required.
• Monitor campaign performance to ensure optimal staffing levels are maintained.
• Support the management and mitigation of real-time shrinkage across the account.
• Provide real-time insights and recommendations to support operational delivery objectives.
• Work closely with Operations and support functions to ensure service levels and performance targets are achieved.
• Identify trends, risks, and opportunities that may impact operational performance.
• Assist with the integration and implementation of new call centre technologies and workforce management processes.
• Use initiative and sound judgment to make real-time decisions in a fast-paced environment.
• Manage competing priorities effectively while maintaining a proactive and solution-focused approach.
• Contribute to the successful delivery of strategic and tactical real-time objectives across the account.

Skills

Call centre experience

WFM experience

Microsoft Excel

English proficiency

Analytical skills

Problem-solving

Resilience under pressure

Adaptability

Team collaboration

Transport availability

Education

Matric / Grade 12

Tools

WFM tools

Microsoft Office

Job description

What being part of the Sigma Family means for you

Real Time Monitor

Berg River Boulevard Paarl – Office Based

Monitor. Analyse. Drive Performance.

An exciting opportunity for a Real Time Monitor to drive and steer strategic and tactical real-time delivery objectives across a single account.

At Sigma, we're seeking a professional who can monitor employee productivity at a real-time level, identify performance trends, and support operational efficiency through proactive workforce management. Reporting to the Universal Control Analyst, you will play a key role in ensuring service delivery objectives are achieved, performance is optimized, and real-time operational demands are effectively managed across the account.

Why Sigma?

For four consecutive years, Sigma has been recognised by the Sunday Times Best Places to Work, voted for by our people. We believe in #ImproveEverythingAlways and create an environment where ambitious leaders can thrive, grow and make a real impact.

What you'll get

Career development and opportunities to apply for internal promotions following your probationary period.

Monthly, Quarterly and Annual awards with marvelous prizes.

Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.

A bit more about the Opportunity...

What Your Day-to-Day Will Look Like:

• Be the first line of coverage to call out any deviation to schedule and communicate plan variances back to Operations.


• Support the flagging and escalation of major incidents to Operations and the Intraday team.


• Utilize your strong knowledge of IEX functionality to support real-time workforce management activities.


• Correspond with the Intraday and/or Dialler teams regarding the movement of support between LOBs in real time.


• Monitor agent adherence in real time and take appropriate action where required.


• Monitor campaign performance to ensure optimal staffing levels are maintained.


• Support the management and mitigation of real-time shrinkage across the account.


• Provide real-time insights and recommendations to support operational delivery objectives.


• Work closely with Operations and support functions to ensure service levels and performance targets are achieved.


• Identify and communicate trends, risks, and opportunities that may impact operational performance.


• Assist with the integration and implementation of new call centre technologies and workforce management processes.


• Use initiative and sound judgment to make real-time decisions in a fast-paced and dynamic environment.


• Manage competing priorities effectively while maintaining a proactive and solution-focused approach.


• Contribute to the successful delivery of strategic and tactical real-time objectives across the account.

What amazing People will bring to the role

Who We're Looking For:

You are a detail-oriented and proactive individual who thrives in a fast-paced operational environment. You have a strong understanding of workforce management principles and real-time performance management, using your knowledge and skills to support operational delivery and service excellence. You are confident in identifying trends, managing priorities, and communicating effectively with stakeholders to ensure business objectives are achieved. You challenge the status quo and continuously seek opportunities to improve efficiencies, optimize resources, and positively impact operational performance.

You'll ideally bring:

• You have 12 months+ Call Centre BPO experience (essential).


• You have 12 months+ WFM experience (essential).


• You have intermediate knowledge of WFM call centre management and all related calculations.


• You have extensive knowledge of WFM processes, procedures, and methodologies.


• You have knowledge of WFM tools and their practical application within a contact centre environment.


• You have strong skills in Microsoft Excel.


• You are competent in the use of Microsoft Office products.


• You have experience managing agents in line with Sigma policies and procedures.


• You have a matric (Grade 12) qualification or equivalent.


• You display a strong sense of resilience while working under pressure.


• You have a good command of the English language (written and verbal).


• You have strong analytical and problem-solving skills.


• You are confident working in a fast-paced operational environment.


• You are willing to work rotational shifts and/or weekends.


• You are willing to relocate to Paarl or have reliable transport to and from Paarl.

Why This Role?

This isn't just another Real Time Monitor position. It's an opportunity to play a critical role in ensuring operational efficiency, driving real-time performance, and supporting the successful delivery of workforce management objectives across the account. You'll work closely with Operations and key stakeholders to influence outcomes, optimize resources, and help maintain exceptional service delivery standards.

If you're ready to take ownership, make data-driven decisions, and thrive in a dynamic environment where every minute matters, we'd love to hear from you.

Join the Sigma Family.