Real Time Analyst

Role Purpose

Monitor and manage real-time performance across Contact Centre and Back-Office operations to ensure adherence to schedules, SLA/TAT compliance, and operational stability. Act as the first line of defence for intraday deviations by executing timely interventions and communicating recovery plans to stakeholders.

Requirements

Qualification

• Matric Certificate
• Diploma in Operations Management or related field

Experience

• 2–3 years experience in real-time monitoring or contact centre operations
• Familiarity with WFM tools (Verint, NICE, Genesys) and ACD systems
• Strong Excel skills; exposure to BI tools (Advantageous)

Skills

• Real-time management principles and WFM tool functionality
• Intraday reporting and variance analysis
• Understanding of contact centre metrics (ASA, SL, adherence, occupancy)
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management skills
• Ability to work in a fast-paced, high-pressure environment
• Strong attention to detail and decision-making ability.

Duties and Responsibilities

INTERNAL PROCESS

• Escalate real-time risks impacting service delivery in accordance with escalation procedures
• Collaborate with Workforce Planning, Operations, and Scheduling teams to optimise staffing efficiency
• Monitor queue health and agent availability across multiple channels where applicable
• Support contingency planning during high-volume periods, outages, or business continuity events
• Ensure real-time adherence to operational and workforce management policies

Real-Time Monitoring

• Track interval-level performance against schedules and SLAs/TATs using WFM and ACD dashboards.
• Monitor adherence, occupancy, and shrinkage; identify deviations and escalate as needed.
• Detect volume spikes, backlog risks, and system outages; initiate recovery actions promptly.

Intraday Adjustments

• Execute approved interventions: skill reallocation, OT triggers, off-phone activity adjustments, and break rescheduling.
• Update WFM systems with intraday changes and maintain audit trails.

Communication

• Provide timely alerts and status updates to Operations leadership during deviations.
• Document and communicate recovery plans and expected impact on SLAs/TATs.

Reporting

• Produce daily intraday performance summaries and variance reports.
• Highlight root causes of deviations and recommend preventive measures.

Governance

• Ensure compliance with schedule adherence policies and labour regulations.
• Maintain accurate records of intraday decisions for audit and analysis.

PEOPLE

• Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
• Positively influence and manage change and offer specialist support where required.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
• Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
• Take ownership for driving career development

CLIENT

• Build and maintain relationships with clients and internal and external stakeholders
• Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed
• Make recommendations to improve client service and fair treatment of clients within area of responsibility
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes

FINANCE

• Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Implement and provide input into governance processes, systems and legislation within area of specialisation.
• Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes
• Provide input into the risk identification processes development and communicate recommendations in the appropriate forum."

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