150 Real time monitor Jobs and Work in Cape Town Western Cape

WFM- Real time Analyst
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Team Leader/Supervisor
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Intern / Junior Social Media Marketer
Travel Tractions —Cape Town, Western Cape
- Remote
- Internship
Customer Success Consultant (CPT)
Mama Money —Cape Town, Western Cape
- Full-time
Data Analyst
TMF Group —Cape Town, Western Cape
- Full-time
Workflow Manager
Sigma Connected Group —Cape Town, Western Cape 7965
- Full-time
WFM Manager
Teleperformance —Cape Town, Western Cape 7925
- Full-time
WFM Assistant Manager
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Digital Patient Engagement Coordinator
Hire Hangar —Cape Town, Western Cape
- Part-time
- Remote
Quick Apply
Listing and Distribution Admin
Talent Sam —Cape Town, Western Cape
- Full-time
- Remote
Quick Apply
Junior Data Analyst
Hire Hangar —Cape Town, Western Cape
- Full-time
- Remote
Quick Apply
Nightshift - WFM Assistant Manager (741)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Financial Accountant
Allens Meshco —Blackheath, Western Cape
- Full-time
Quick Apply
Recruitment Manager
Hire Hangar —Cape Town, Western Cape
- Full-time
- Remote
Quick Apply
Software Development Engineer, AWS Support
Amazon Development Centre (South Africa) (Proprietary) Limited —Cape Town, Western Cape
- Full-time
Incident Management Engineer (Spanish/English bilingual), Incident Detection and Response
Amazon Development Centre (South Africa) (Proprietary) Limited —Cape Town, Western Cape
- Full-time
Social Media Manager
Hire Overseas —Cape Town, Western Cape
- Full-time
- Remote
Quick Apply
Sales Call Centre Manager
Stage Zero —Cape Town, Western Cape
- R35 000 a month
- Full-time
Quick Apply
Carer Supervisor
Faircape —Southern Suburbs, Western Cape
WFM Assistant Manager (741)
Teleperformance —Cape Town, Western Cape 7925
- Full-time

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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 monitor jobs in cape town western cape

WFM- Real time Analyst

Team Leader/Supervisor

Intern / Junior Social Media Marketer

Customer Success Consultant (CPT)

Data Analyst

Workflow Manager

WFM Manager

WFM Assistant Manager

Digital Patient Engagement Coordinator

Listing and Distribution Admin

Junior Data Analyst

Nightshift - WFM Assistant Manager (741)

Financial Accountant

Recruitment Manager

Software Development Engineer, AWS Support

Incident Management Engineer (Spanish/English bilingual), Incident Detection and Response

Social Media Manager

Sales Call Centre Manager

Carer Supervisor

WFM Assistant Manager (741)

I want to receive the latest job alert for real time monitor in cape town western cape

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