Real-Time WFM Analyst - Call Center Performance

Teleperformance; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Job summary

Teleperformance in Cape Town is seeking a talented Real Time Analyst to manage intraday staffing, monitor KPI trends, and support continuous service improvements across multiple channels. You will analyse call flow data, ensure real-time adherence, and collaborate with operations to optimize performance.

Ideal candidates possess 2+ years in WFM Real Time analysis, strong Excel skills, and the ability to communicate clearly with stakeholders.

Qualifications

• Demonstrate sound work ethic.
• 2 years+ experience in this role as WFM Real Time Analyst
• Excellent analytical, organizational, and communication skills & Basic Excel skills
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
• Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolution
• Working experience with tools such as IEX, Aspect, Calabrio or Omnichannel Contact Center Software, Forecasting / Workforce Management solutions
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete reports for extended periods of time
• Previous Work Force Management experience is considered an asset
• Must have good time management with the ability to work with minimal supervision and under tight timelines
• Able to communicate professionally - oral and written
• Organized with the ability to quickly and effectively adapt to change
• Capable of managing multiple, simultaneous projects
• Matric Equivalent

Responsibilities

• Analyze account KPI’s, call flow data and undertake analysis of real time schedule efficiency measurements to support continuous service improvement.
• Manage the call volume, daily attendance and program break schedules
• Assure real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Work closely with the operations team to analyze and help improve their delivery processes
• Intraday real time monitoring of service levels for all contact channels (call, e-mail and chat) and queues at multiple sites (omni -channel)
• Produce daily, biweekly and monthly internal reports
• Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
• Recommend real-time schedule changes and identify efficiency opportunities
• Must be able to articulate the data and tell the Performance Story through insights, data and key indicators seen in the live day.
• Is able to articulate interval level insight based on service level impacts.
• Ensures that all reports originating from the department are accurate and reliable.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Stakeholder management is deemed a critical requirement
• Further roles and responsibilities to be discussed during and post placement of successful candidate.

Skills

Real Time Analysis

KPI Analysis

Excel

Data Interpretation

Communication

Stakeholder Management

Education

Matric Equivalent

Tools

IEX

Aspect

Calabrio

Omnichannel CC Software

Job description

Teleperformance in Cape Town is seeking a talented Real Time Analyst to manage intraday staffing, monitor KPI trends, and support continuous service improvements across multiple channels. You will analyse call flow data, ensure real-time adherence, and collaborate with operations to optimize performance.

Ideal candidates possess 2+ years in WFM Real Time analysis, strong Excel skills, and the ability to communicate clearly with stakeholders.