WFM Real Time Analyst

TP; Cape Town; Sur place; ZAR 450 000 - 600 000; Plein temps

Résumé du poste

TP South Africa in Cape Town is seeking a WFM Real Time Analyst to join our Workforce Management team. You will monitor intraday performance, track service levels, staff against forecasts, and communicate insights to Operations.

The role requires strong analytical skills, proficiency in Excel, and the ability to collaborate with multiple stakeholders to drive real-time decisions that enhance customer experience.

Qualifications

• Experience in Workforce Management, preferably Real Time Analyst or similar role.
• Understanding of contact centre operations and service level metrics.
• Strong analytical skills and ability to interpret real-time performance data.
• Proficiency in Microsoft Excel and workforce reporting.
• Strong communication skills and ability to work with multiple stakeholders.
• Excellent attention to detail and problem-solving abilities.
• Ability to prioritise tasks and respond effectively in a fast-paced environment.

Responsabilités

• Monitor real-time operational performance, including service levels and call volumes.
• Track actual performance against forecasts and staffing requirements.
• Identify deviations, staffing gaps and risks to service delivery.
• Coordinate intraday adjustments to support operations.
• Monitor agent attendance, schedule adherence, shrinkage and availability.
• Communicate real-time performance updates to WFM and Operations stakeholders.
• Prepare and maintain real-time reports, dashboards and updates.
• Provide timely analysis to support operational decisions.
• Escalate service level risks and challenges per procedures.
• Identify trends and opportunities to improve efficiency and performance.

Connaissances

Workforce Management

Real Time Analyst

Contact centre operations

Service level metrics

Analytical skills

Microsoft Excel

Workforce reporting

Communication skills

Attention to detail

Outils

Microsoft Excel

Description du poste

TP South Africa is seeking a WFM Real Time Analyst to join our Workforce Management team in Cape Town.

The successful candidate will be responsible for monitoring real-time operational performance, tracking staffing levels against business requirements, and identifying opportunities to optimise service delivery. This role plays a critical part in ensuring that operational performance remains aligned with service level targets through effective intraday monitoring, reporting and communication with key stakeholders.

Key responsibilities:

• Monitor real-time operational performance, including service levels, call volumes, staffing levels and agent adherence.
• Track actual performance against forecasts and planned staffing requirements.
• Identify and communicate deviations, staffing gaps and potential risks to service delivery.
• Recommend and coordinate intraday adjustments to support operational requirements.
• Monitor agent attendance, schedule adherence, shrinkage and availability.
• Communicate real-time performance updates, risks and required actions to WFM and Operations stakeholders.
• Prepare and maintain real-time reports, dashboards and performance updates.
• Support operational decision-making through timely analysis and actionable insights.
• Escalate service level risks and operational challenges in line with established procedures.
• Identify trends and opportunities to improve workforce efficiency and operational performance.

Minimum requirements:

• Previous experience in Workforce Management, preferably in a Real Time Analyst or similar role.
• Understanding of contact centre operations and service level metrics.
• Strong analytical skills and the ability to interpret real-time performance data.
• Proficiency in Microsoft Excel and workforce reporting.
• Strong communication skills and the ability to work with multiple stakeholders.
• Excellent attention to detail and problem-solving abilities.
• Ability to prioritise tasks and respond effectively in a fast-paced operational environment.

Why join TP South Africa?

Be part of a dynamic Workforce Management team where your real-time insights and decisions contribute directly to operational efficiency, service delivery and customer experience.