Real Time Analyst

Job Title: Real-Time AnalystLocation: Cape Town, South Africa Working Hours: Monday to Friday | 12:00 AM – 09:00 AM (AUS Hours)Basic Function:We are seeking a proactive and detail-oriented Real-Time Analyst (RTA) to support our call center operations in Cape Town. This role is responsible for the intra-day management of workforce performance, ensuring efficient staffing, adherence, and service level achievement in real time. The successful candidate will also be responsible for generating and managing performance reports for both internal and external stakeholders.Key Responsibilities:📊 Real-Time Monitoring: Monitor and manage intra-day staffing levels, queue performance, service levels, and agent schedule adherence in real time.🧭 Schedule Adherence: Drive and monitor adherence to agent schedules, addressing variances proactively to meet service goals.📝 Reporting & Communication: Provide accurate and timely updates on key metrics, service levels, and workforce performance throughout the shift.📣 Stakeholder Communication: Communicate clearly and effectively with operations teams, team leaders, and external partners regarding performance, issues, and recommendations.🛠️ Incident & Escalation Management: Identify service-impacting issues and escalate incidents in accordance with standard procedures.🔄 Flexibility & Support: Perform additional duties or special projects as assigned to support real-time operations.General Skills & Competencies:Strong organizational and multitasking skills, with the ability to prioritize workload under pressure.Excellent verbal, written, and interpersonal communication skills.Strong analytical and problem-solving abilities.Ability to provide and receive constructive feedback effectively.Demonstrates high attention to detail and accuracy in a fast-paced environment.Capable of independent decision-making and confident in managing unexpected changes.Technical Skills:Proficiency in Microsoft Excel (data cleaning, reporting, pivot tables, charts, etc.).Working knowledge of Workforce Management systems, including (but not limited to):Verint (formerly Blue Pumpkin)eWFMIEXGenesysASPECTCMSFamiliarity with contact center technologies and ACD systems is a plus.Minimum Requirements:Matric (Grade 12) certificate – completed and passed.Clear criminal and credit record.Minimum of 1 year experience in a similar Real-Time Analyst or Workforce Management role within a call center environment.Willingness and ability to work Australian business hours (12:00 AM – 09:00 AM SAST, Monday to Friday).Must be based in or able to work from Cape Town, South Africa.In alignment with the Employment Equity Act, and to ensure that our workforce reflects the diversity of our communities, preference will be given to applicants from historically underrepresented groups, aligned with our EE targets.📩 Apply Now and take the next step in your customer service career!Make an impact. Be the voice of excellence. Join EXL.