Real-Time Workforce Optimizer | Forecast & SLA Champion

Mass Markets; Cape Town; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A leading tech-enabled business services company in Cape Town is seeking a Real Time Analyst to enhance workforce planning and real-time management for a client in the digital services industry. The ideal candidate will have a strong background in workforce management, exceptional analytical skills, and proficiency in Microsoft Excel. This role requires aligning with client operational goals and maintaining service level expectations while working in a dynamic environment.

Benefits

Health Benefits

Career Growth

Paid Training

Casual Dress Code

Annual Leave

Qualifications

• Minimum of 3 years of experience in workforce management or operations planning in a contact center.
• Excellent command of the English language, both written and verbal.
• Experience with data analysis and operational reporting.

Responsibilities

• Develop and maintain accurate forecasts for contact volume and staffing needs.
• Create and manage agent schedules to ensure optimal coverage.
• Monitor real-time performance and make intraday adjustments.
• Collaborate with client stakeholders and internal teams.

Skills

Analytical skills

Problem-solving skills

Communication skills

Proficiency in Microsoft Excel

Education

Diploma or Degree in business, operations, or a related field

Tools

Workforce management platforms

Job description

A leading tech-enabled business services company in Cape Town is seeking a Real Time Analyst to enhance workforce planning and real-time management for a client in the digital services industry. The ideal candidate will have a strong background in workforce management, exceptional analytical skills, and proficiency in Microsoft Excel. This role requires aligning with client operational goals and maintaining service level expectations while working in a dynamic environment.