Senior Real Time Analyst

Quantanite; Johannesburg; Hybrid; ZAR 30 000 - 60 000; Full time

Job summary

An ambitious company is seeking a Senior Real-Time Analyst to oversee operations and lead a team of analysts. This role combines leadership with real-time management, focusing on performance monitoring and process improvement. The ideal candidate will possess strong organizational and communication skills, along with a proactive approach to problem-solving. Join a diverse team dedicated to delivering exceptional customer experiences while enjoying flexible working arrangements and opportunities for professional development.

Benefits

Flexible working

Casual dress code

Employee engagement events

Professional development opportunities

Team gatherings

Qualifications

• Experience in workforce management or real-time analytics with leadership experience preferred.
• Proficiency in WFM software and strong skills in data management.

Responsibilities

• Oversee intraday performance management and drive adherence to KPIs.
• Lead and coach a team of Real-Time Analysts for operational excellence.

Skills

WFM Software Proficiency

Google Sheets

Microsoft Excel

Leadership Skills

Problem-Solving Skills

Time Management

Communication Skills

Education

Experience in Workforce Management

Tools

Calabrio

Verint

AWS

Power BI

Tableau

Job description

Senior Real Time Analyst, WFM

Location: Sandton or Rosebank, Johannesburg

Compensation: TBD

Reporting to: Manager, WFM

About Quantanite

Quantanite is a customer experience (CX) solutions and outsourcing company that helps fast-growing companies and leading global brands to transform and grow. We do this through a collaborative and consultative approach, rethinking business processes and ensuring our clients employ the optimal mix of automation and human intelligence. We’re an ambitious team of professionals spread across four continents and looking to disrupt our industry by delivering seamless customer experiences for our clients, backed-up with exceptional results. We have big dreams and are constantly looking for new colleagues to join us who share our values, passion, and appreciation for diversity.

About the role

We are looking for a Senior Real-Time Analyst (RTA) to oversee real-time operations, support the Manager of Workforce Management, and lead a team of RTAs. This role combines the responsibilities of a Real-Time Analyst with added leadership duties, including managing the RTA team, handling escalations, and ensuring operational excellence. The ideal candidate is proactive, detail-oriented, and experienced in workforce management, with strong leadership and problem-solving skills.

Responsibilities

Real-Time Management:

• Oversee intraday performance management across sites, channels, and clients.
• Drive adherence to SLA and other KPIs through active monitoring and tactical interventions.
• Lead escalation tracking, and ensure standard operating procedures are followed.
• Liaison between RTA and both scheduling and performance analysts to ensure feedback loop is used to drive improvements.

Team Leadership:

• Lead and coach a team of Real-Time Analysts, ensuring coverage, accuracy, and proactive engagement.
• Schedule, train, and develop RTAs to maintain high performance and consistency in real-time support.
• Provide regular feedback, run performance reviews, and contribute to career progression of team members.

Escalation Management:

• Serve as the primary point of contact for escalations related to staffing, adherence, and performance deviations.
• Collaborate with team leads and management to resolve critical issues promptly and effectively.
• Coordinate incident response efforts and ensure accurate real-time communication during service interruptions.
• Maintain a clear incident log and ensure timely updates to all stakeholders.
• Partner with technical support teams to resolve issues and lead post-incident reviews from a WFM perspective.

Reporting and Analysis:

• Generate, review power BI dashboards, and distribute real-time performance reports, highlighting trends, risks, and opportunities.
• Support the WFM Manager in analyzing data to inform scheduling, forecasting, and operational strategies.

Process Improvement:

• Identify opportunities to enhance real-time monitoring processes and team workflows.
• Develop and implement best practices to drive efficiency and accuracy in workforce management.
• Identify performance trends and improvement opportunities across teams and shifts.

Self-Service Tool Championing

• Promote the adoption of self-service WFM dashboards and tools within the business.
• Work closely with WFM systems and reporting teams to improve tool usability and access.
• Train RTAs and operations users on how to maximize self-service tools.

Client & Stakeholder Support

• Act as the senior point of contact for client operations managers and service delivery leaders regarding real-time performance.

• Provide root causes analysis for deviations.

Requirements:

Not everyone will have what it takes to do well in this role. To be seriously considered, we’re looking for the following:

Must Have:

• Previous experience in workforce management or real-time analytics, with leadership experience preferred.
• Proficiency in using WFM software and scheduling tools (eg., Calabrio, Verint, AWS).
• Strong skills in using Google Sheets and Microsoft Excel for data management and reporting.
• Strong organizational skills with a keen eye for detail.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Ability to think critically and resolve scheduling conflicts and escalations.
• Strong time management skills, with the ability to handle multiple tasks simultaneously.
• Proficient in English language.

Good to Have:

• Excellent problem-solving skills and attention to detail.
• Ability to work independently and in a team environment.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Familiarity with business intelligence tools i.e. (Power BI, Tableau).

Benefits

At Quantanite, we ask a lot of our people, which is why we give so much in return. In addition to your compensation, our perks include:

• Flexible working: You’ll be able to work from home depending on requirements.
• Dress: Wear anything you like to the office. We want you to feel as comfortable as when working from home.
• Employee Engagement: Experience our family community and embrace our culture where we bring people together to laugh and celebrate our achievements.
• Professional development: We love giving back and ensure you have opportunities to grow with us and even travel on occasion.
• Events: Regular team and organisation wide get-togethers and events.

Future development

At Quantanite, you’ll have a personal development plan to help you improve in the areas you’re looking to develop in over the coming years. Your manager will dedicate time and resources to supporting you in getting you to the next level.

You’ll also have the opportunity to progress internally. As a fast growing organisation, our teams are growing, and you’ll have the chance to take on more responsibility over time. So, if you’re looking for a career full of purpose and potential, we’d love to hear from you!