About the Role
The Real-Time Analyst position is instrumental in achieving business service level objectives efficiently. This role focuses on managing real-time operational processes to ensure optimal performance throughout the day. Responsibilities include monitoring key metrics, making timely adjustments to staffing levels, and optimising resources to meet service level targets. A keen eye for detail and strong analytical skills is vital in driving operational efficiency and delivering outstanding service to our customers.
Duties & Responsibilities
- Efficiently manage intra-day staffing and service levels;
- Provide timely, accurate reports on intra-day performance;
- Monitor and drive schedule adherence;
- Communicate effectively with internal and external customers;
- Perform other duties and assignments as directed.
Technical Skills
- Proficient in Excel with strong skills in data manipulation, including scrubbing, dissecting, and shaping data to create customised reports;
- Familiarity with Workforce Management (WFM) systems such as eWFM, Verint/BluePumpkin, IEX, CMS, etc., enabling effective utilisation of these platforms for operational optimisation and analysis.
Desired Experience & Qualification
- Minimum of 2 years WFM experience in a call centre inbound voice process;
- Ability to prioritise workload, meet deadlines, and perform multiple tasks with attention to detail;
- Solid critical thinking, problem-solving, and interpersonal skills;
- Demonstrates ability to give and receive feedback from peers and business partners;
- Must demonstrate sound arithmetic, analytical, and problem-solving abilities;
- Excellent verbal, written, and comprehension skills.
Package & Remuneration
Salary: R35 000 - R38 000 per month
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