Fraud Hotline - Real Time Analyst

Empowering Africa’s tomorrow, together…one story at a time With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group Job Summary The purpose of the Real-Time Analyst (RTA) role in Fraud Hotline is responsible for monitoring and managing intraday performance of fraud hotline operations. This role ensures adherence to schedule, optimal staffing, and real-time adjustments to maintain service level agreements (SLAs), minimize customer wait times, and support timely fraud detection and response Job Description Key Accountabilities
Real-Time Monitoring:

• Monitor call queues, agent adherence, and overall hotline performance in real time
• Identify and respond to real-time staffing needs and call volume fluctuations
• Alert supervisors and management to potential SLA risks

Intraday Management:

• Track schedule adherence, shrinkage, and agent activity across platforms
• Make real-time adjustments such as skill changes, break reschedules, or overtime assignments
• Update intraday dashboards and communicate status reports regularly

Communication & Escalation:

• Serve as the first point of contact for operational issues affecting fraud hotline performance
• Coordinate with Fraud Operations, Workforce Planning, and IT to resolve real-time incidents

Reporting & Analysis:

• Compile and deliver real-time and intraday reports on key metrics (AHT, ASA, occupancy, etc.)
• Assist in post-shift reporting and root cause analysis of SLA breaches

Tool & System Management:

• Use WFM platforms (e.g. Verint, NICE, IEX,) and telephony systems to track performance
• Troubleshoot basic system issues and escalate as needed

Knowledge required

• Strong understanding of call center metrics (SL, AHT, occupancy, shrinkage, etc.)
• Experience with WFM and call routing platforms (e.g., NICE, Verint, Genesys, Cisco)
• Excellent communication and decision-making skills under pressure
• Strong attention to detail and the ability to multitask in a fast-paced environment
• Proficiency in Excel and reporting tools; familiarity with ticketing systems is a plus
• High level of integrity and understanding of the importance of fraud prevention and sensitive data handling

Skills required

• Proficient in handling queries, crafting reports, and delivering findings effectively
• Demonstrates a systematic and logical approach to problem-solving
• Exhibits accuracy and meticulous attention to detail in tasks
• Apply critical thinking skills to assess situations and make informed decisions
• Works seamlessly as part of a team, fostering effective collaboration with colleagues
• Possesses strong planning and organizational capabilities

Minimum Education and Experience requirements

• Relevant NQF level 6 qualification or Higher in Mathematics, Statistics, Computer Science, Information Management, or Economics
• At least 1-2 years’ experience in a real-time analyst or WFM role (preferably in fraud, financial services, or contact center environments)
• Working knowledge of Contact Management Systems i.e. Avaya, Nice IEX and Nice RTAM, Real-time Analytics and Monitoring

Education Bachelor's Degree: Business Management, National Diplomas and Advanced Certificates: Banking Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank. Absa Bank Limited reserves the right not to make an appointment to the post as advertised