Real-Time WFM Analyst — Call Center Optimization

Teleperformance; Cape Town; On-site; ZAR 350,000 - 480,000; Full time

Job summary

Teleperformance in Cape Town is seeking a Real Time Analyst to manage intraday resources and ensure the right number of agents are in place to handle forecasted call volumes, maintaining service levels. You will learn and apply WFM attributes while supporting performance improvements across the contact center.

The role requires 2+ years in Real Time Analysis, strong Excel skills, and the ability to work under tight timelines while coordinating with multiple stakeholders.

Qualifications

• Minimum of 2 years’ experience as a Real Time Analyst within a contact environment.
• Intermediate MS Excel proficiency.
• Ability to analyze KPI and real-time data to drive service improvements.
• Strong attention to detail and accuracy.

Responsibilities

• Analyze account KPI’s and call flow data to support continuous service improvement.
• Manage call volume, daily attendance and break schedules in intraday planning.
• Ensure real-time adherence to capacity against performance targets for service levels.
• Collaborate with operations to improve delivery processes.
• Monitor intraday service levels across call, email and chat channels at multiple sites.
• Produce daily, biweekly and monthly internal reports.
• Coordinate staffing allocation to meet service level objectives.
• Articulate insights and the performance story from live data.

Skills

Sound work ethic

Analytical skills

Organizational skills

Communication skills

Excel proficiency

Time management

Adaptability

Multitasking

Education

Matric Equivalent

Tools

IEX

Aspect

Calabrio

Omnichannel software

Forecasting/Workforce Mgmt

Job description

Teleperformance in Cape Town is seeking a Real Time Analyst to manage intraday resources and ensure the right number of agents are in place to handle forecasted call volumes, maintaining service levels. You will learn and apply WFM attributes while supporting performance improvements across the contact center.

The role requires 2+ years in Real Time Analysis, strong Excel skills, and the ability to work under tight timelines while coordinating with multiple stakeholders.