Real-Time Analyst

Hinduja Global Solutions (HGS) is an innovative leader in Customer Experience and Business Process Management with over four decades of providing services. Our customer-obsessed ethos combined with a pioneering approach places digital solutions at the core of our operations. As we navigate the digital era, we strive to revolutionize customer experiences, equipping our clients with a significant competitive advantage.

As a Real Time Analyst at HGS, you will take ownership of live service performance, ensuring staffing levels meet demand and service targets are achieved. Based on-site at our Cape Town office, you will work closely with the UK WFM team, acting as the main Real Time presence locally. You will monitor live data, make swift decisions, and adjust schedules to keep operations running smoothly across our busy contact centre. Using tools like IEX, you will help optimise performance, deliver accurate updates to leadership, and provide essential support to operational teams in real time. This role offers an exciting opportunity to make a direct impact, using your expertise to enhance service delivery and support global clients.

Please note: You must be based in Cape Town, South Africa, for this on site opportunity.

Why choose us?

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people-first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Plus, Working With HGS Comes With Benefits Like

• Competitive Salary
• Annual leave entitlement: 17 working days after 2 years, and 20 working days
• Medical and/or Retirement Allowance (Company Contribution)
• Life and Funeral Cover (Company Contribution)
• Career advancement in a fast-growing organization
• People focused environment where you’ll make lifetime connections and friendships
  
  

What We Are Looking For

• Do you have experience in real-time analysis within a BPO or contact centre environment?
• Can you confidently manage live service performance, adjust staffing on the go, and provide clear updates to senior stakeholders?
• Are you proficient with IEX or similar workforce management tools?
  
  

If you are confident, experienced, and thrive in fast-paced environments, this is your chance to take the lead locally and build strong partnerships with our UK WFM team.

Requirements

• Experience in a BPO or contact centre environment
• Proficiency in IEX or similar WFM tools
• Strong real-time decision-making and analytical skills
• Excellent stakeholder management and communication abilities
• Ability to manage multiple priorities in a fast-paced setting
  
  

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.