Realtime Analyst

Merchants; Wes-Kaap; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A contact centre management firm in South Africa is seeking a detail-oriented Real-Time Administrator to monitor agent performance and manage schedule adherence. The ideal candidate should have at least 2 years of experience in a contact centre, strong analytical skills, and proficiency in ACD reporting tools. The role emphasizes timely decision-making to enhance operational efficiency.

Qualifications

• Minimum 2 years' experience as a contact centre agent.
• Understanding of ACD reporting tools.
• Intermediate proficiency in Microsoft Excel.

Responsibilities

• Monitor agent schedule adherence and absenteeism.
• Alert team leaders to potential service level threats.
• Recommend adjustments to improve performance.

Skills

Attention to detail

Communication skills

Data management

Analytical thinking

Ability to work under pressure

Education

Matric certificate or equivalent

Tools

ACD reporting tools

Microsoft Excel

Job description

We’re Hiring: Real-Time Administrator | Contact Centre Operations

Are 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