Realtime Analyst

Merchants; Pretoria; On-site; ZAR 200 000 - 250 000; Full time

Job summary

A leading contact centre solutions provider in South Africa is seeking a proactive Real-Time Administrator. The role involves monitoring agent performance and schedule adherence, managing absenteeism, and providing analytical support for decision-making. Ideal candidates should have a matric certificate and at least 2 years of experience in a contact centre environment, along with strong Excel skills and attention to detail.

Qualifications

• Minimum 2 years' experience as a contact centre agent.
• Strong analytical skills to monitor live performance.
• Experience in managing schedule adherence and absenteeism.

Responsibilities

• Monitor agent schedule adherence and non-compliance.
• Alert teams about potential service level threats.
• Produce daily and weekly absenteeism and performance reports.

Skills

Attention to detail

Good communication skills

Ability to work under pressure

Data management

Education

Matric certificate or equivalent

Tools

Microsoft Excel

ACD reporting tools

Job description

We're Hiring : Real-Time Administrator | Contact Centre OperationsAre you detail-oriented and thrive in a fast-paced environment where every second counts?

Merchants is looking for a proactive and analytical Real-Time Administrator to support contact centre operations by monitoring live performance, managing schedule adherence, and flagging service risks in real time.

What You'll Do

• Monitor agent schedule adherence, absenteeism, and non-compliance
• Alert team leaders and WFM to out-of-line behavior or potential service level threats
• Recommend on-the-spot adjustments to improve performance across skill sets
• Capture and report on real-time data and produce daily / weekly absenteeism and performance reports
• Support accurate reporting and data-driven decision-making for contact centre leadership

What You Bring

• Matric certificate or equivalent qualification
• Minimum 2 years' experience as a contact centre agent
• Understanding of ACD (Automatic Call Distributor) reporting tools
• Intermediate proficiency in Microsoft Excel
• Strong attention to detail and good communication skills
• Ability to work well under pressure and manage multiple data streams in real time