WFM Real Time Analyst

TP; Wes-Kaap; On-site; ZAR 350,000 - 550,000; Full time

Job summary

TP South Africa invites applications for a WFM Real Time Analyst in Cape Town. You will monitor real-time performance, track service levels, call volumes, staffing and agent adherence, and communicate deviations to optimise intraday service delivery.

The role requires strong analytical skills, Excel proficiency, and the ability to translate data into actionable insights for WFM and Operations stakeholders. You will contribute to performance dashboards and support informed decision-making in a

Qualifications

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

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.

Skills

Workforce Management

Real Time Analyst

Excel

Workforce reporting

Communication

Analytical skills

Attention to detail

Task prioritisation

SL Metrics

Contact centre operations

Stakeholder management

Job description

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.
• 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.

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.