27 Real time analyst wfm Jobs and Work in Western Cape

WFM- Real time Analyst
Teleperformance —Cape Town, Western Cape 7925
- Full-time
WFM Real Time Analyst (780)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
WFM Real Time Analyst (657)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
WFM Real Time Analyst (747)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
WFM Real Time Analyst (781)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Real Time Analyst - WFM
WNS Global Services —Cape Town, Western Cape 7441
- Full-time
Quick Apply
Real Time Analyst (927)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Real Time Analyst (869)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Real Time Analyst
The Foschini Group —Western Cape
- Full-time
6d
WFM Manager
Teleperformance —Cape Town, Western Cape 7925
- Full-time
WFM Assistant Manager
Teleperformance —Cape Town, Western Cape 7925
- Full-time
WFM Assistant Manager (741)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Analyst WFM Scheduling - Financial Services - Onsite - Cape Town
Concentrix —Cape Town, Western Cape 8000
- Full-time
Nightshift - WFM Assistant Manager (741)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Business Analyst
Keen —Cape Town, Western Cape
- Full-time
Quick Apply
Assistant Manager - WFM Planner
WNS Global Services —Cape Town, Western Cape 7441
- Full-time
Quick Apply
Manager: Workforce Management
WNS Global Services —Cape Town, Western Cape 7925
- Full-time
Quick Apply
6d

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WFM- Real time Analyst
Teleperformance —Cape Town, Western Cape 7925
Analyze account KPIs and real-time data to identify trends, efficiency opportunities, and improvement areas. This role involves live monitoring, data analysis,…
WFM Real Time Analyst (657)
Teleperformance —Cape Town, Western Cape 7925
Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolution.

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WFM- Real time Analyst

Teleperformance -
Cape Town, Western Cape 7925

Apply Now

Job Details

Full-time

Full Job Description

Overview:

Job Overview

The Real-Time Analyst (RTA) is responsible for managing and monitoring real-time resource allocation in our contact center to meet forecasted call volumes while ensuring service level goals and efficiency targets. This role involves live monitoring, data analysis, and proactive problem-solving to optimize workforce efficiency and client satisfaction. Additionally, the role will evolve to incorporate Workforce Management (WFM) attributes, contributing to the broader planning and delivery lifecycle.

Qualifications:

Qualifications and Experience

Minimum 18 months of tenure as an RTA (essential).
Experience within a BPO (essential).
Experience in workforce management or real-time monitoring within a contact center environment.
Matric equivalent qualification (essential).
Proven experience with tools like IEX, Aspect, Calabrio, or similar platforms (preferred).
Strong analytical and organizational skills with the ability to multitask.

Responsibilities:

Key Responsibilities

Real-Time Monitoring and Management (Skill changing in real-time)
Monitor intraday service levels across all contact channels (voice, email, chat, and social media).
Ensure real-time adherence to schedules and make necessary adjustments to meet service level agreements (SLAs).
Proactively identify and mitigate potential disruptions in workforce allocation.
Analysis and Reporting
Analyze account KPIs and real-time data to identify trends, efficiency opportunities, and improvement areas.
Prepare and deliver daily, biweekly, and monthly performance reports.
Conduct root-cause analyses to explain forecast variances and recommend actionable improvements.
Operational Collaboration
Work closely with operations teams to refine delivery processes and address real-time challenges.
Recommend and coordinate schedule changes to optimize resource allocation.
Act as the point of contact for real-time decision-making and resolution of workforce management challenges.
Stakeholder Engagement
Present insights, performance stories, and interval-level impacts effectively to stakeholders.
Ensure reports are accurate, reliable, and aligned with the needs of internal and external stakeholders.

Competencies and Skills Required

Technical Skills
Proficiency in real-time monitoring tools like IEX, Aspect, Calabrio, or other omnichannel contact center solutions.
Basic to intermediate Excel skills (pivot tables, data analysis).
Familiarity with forecasting and workforce management software is a strong asset.
Analytical and Problem-Solving Abilities
Strong analytical skills to interpret data and drive decision-making.
Attention to detail with the ability to identify patterns and trends in real-time data.
Communication and Collaboration
Effective verbal and written communication skills to interact with all levels of the organization.
Ability to communicate technical insights in a clear and concise manner.
Strong stakeholder management skills with a proactive approach to relationship building.
Behavioral Attributes
Organized, adaptable, and capable of working under pressure.
Self-motivated with excellent time management skills and the ability to work independently.
Resilient and resourceful, with a positive attitude toward challenges and changes.

Apply Now

Refine Your Search

real time analyst wfm jobs in western cape

WFM- Real time Analyst

WFM Real Time Analyst (780)

WFM Real Time Analyst (657)

WFM Real Time Analyst (747)

WFM Real Time Analyst (781)

Real Time Analyst - WFM

Real Time Analyst (927)

Real Time Analyst (869)

Real Time Analyst

WFM Manager

WFM Assistant Manager

WFM Assistant Manager (741)

Analyst WFM Scheduling - Financial Services - Onsite - Cape Town

Nightshift - WFM Assistant Manager (741)

Business Analyst

Assistant Manager - WFM Planner

Manager: Workforce Management

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