Real-Time WFM Analyst | Optimize Contact Center Ops

Teleperformance; Cape Town; On-site; ZAR 300,000 - 520,000; Full time

Job summary

Teleperformance in Cape Town is seeking a Real-Time Analyst to manage live resource allocation and monitor intraday performance across channels. The role will involve real-time adherence to schedules, data analysis, and proactive problem solving to optimize workforce efficiency and client satisfaction.

The position requires 18+ months as an RTA in a BPO setting, with familiarity in IEX/Aspect/Calabrio. Strong analytical skills and Excel proficiency are essential for effective reporting and

Qualifications

• Minimum 18 months of tenure as an RTA (essential).
• Experience within a BPO (essential).
• Experience in workforce management or real-time monitoring within a contact center environment.
• Matric equivalent qualification (essential).
• Proven experience with tools like IEX, Aspect, Calabrio, or similar platforms (preferred).
• Strong analytical and organizational skills with the ability to multitask.

Responsibilities

• Real-Time Monitoring and Management (Skill changing in real-time).
• Monitor intraday service levels across all contact channels (voice, email, chat, and social media).
• Ensure real-time adherence to schedules and make necessary adjustments to meet SLAs.
• Proactively identify and mitigate potential disruptions in workforce allocation.
• Analysis and Reporting
• Analyze account KPIs and real-time data to identify trends, efficiency opportunities, and improvement areas.
• Prepare and deliver daily, biweekly, and monthly performance reports.
• Conduct root-cause analyses to explain forecast variances and recommend actionable improvements.
• Operational Collaboration
• Work closely with operations teams to refine delivery processes and address real-time challenges.
• Recommend and coordinate schedule changes to optimize resource allocation.
• Act as the point of contact for real-time decision-making and resolution of workforce management challenges.
• Stakeholder Engagement
• Present insights, performance stories, and interval-level impacts effectively to stakeholders.
• Ensure reports are accurate, reliable, and aligned with the needs of internal and external stakeholders.

Skills

Real-time monitoring

Analytical thinking

Excel (Pivot tables)

Communication skills

Education

Matric equivalent

Tools

IEX

Aspect

Calabrio

Forecasting software

Job description

Teleperformance in Cape Town is seeking a Real-Time Analyst to manage live resource allocation and monitor intraday performance across channels. The role will involve real-time adherence to schedules, data analysis, and proactive problem solving to optimize workforce efficiency and client satisfaction.

The position requires 18+ months as an RTA in a BPO setting, with familiarity in IEX/Aspect/Calabrio. Strong analytical skills and Excel proficiency are essential for effective reporting and