Real-Time Analyst (RTA)

Talent Match Africa connects experienced professionals in Africa (just like you!) with international employers from around the world (places like the USA, Australia, the UK, India, and Europe). Since 2016, we’ve been providing employability services to professionals across technology, finance, digital marketing, graphic design, and more. We currently have several permanent roles available for professionals in Kenya, working for incredible international companies.

About the Role

We are seeking a detail-oriented and analytical Real-Time Analyst (RTA) to monitor live call centre operations and ensure performance targets and service level agreements (SLAs) are consistently met. You will be responsible for monitoring staffing levels, agent adherence, call volumes, and service performance in real time, while making quick operational adjustments when required.

Key Responsibilities

• Monitor real-time call volumes, wait times, abandon rates, service levels, and overall operational performance.
• Track agent schedule adherence, including breaks, lunches, assigned activities, and off-phone tasks.
• Make real-time staffing adjustments by moving agents between queues, adjusting break schedules, and supporting overtime decisions during periods of high demand.
• Identify and report system outages, technical issues, unexpected absenteeism, and other operational disruptions.
• Communicate service-level risks, staffing shortages, and performance concerns clearly to team leaders, floor supervisors, and operations managers.
• Analyse live operational data to identify trends, risks, and opportunities for immediate intervention.

Requirements

• 3+ years of experience in a call centre, real-time analysis, workforce management, or similar operational role.
• Proven experience as an RTA, Workforce Coordinator, Senior Agent, or similar position.
• Strong analytical and problem-solving skills with the ability to make fast, effective decisions under pressure.
• Hands-on experience with Workforce Management (WFM) platforms such as Genesys, NICE, Aspect or Verint.
• Advanced Microsoft Excel skills and confidence working with operational data.
• Excellent verbal and written communication skills.
• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.

Location

• Durban, South Africa

To Be Successful

• Highly analytical and proactive.
• Comfortable working in a fast-paced environment and making quick decisions.
• Strong understanding of call centre operations and workforce management.
• Good knowledge of staffing requirements and service-level performance.
• Confident communicating operational risks and taking action in real time.

AI experience isn't required for every role, but if you use AI to complement your work, we'd love to know how! Want to build your AI skills? Complete the free Claude courses through Anthropic Academy: Anthropic Academy

Apply now - https://4mboj.share.hsforms.com/2ThfH38JvRiuUk9-geLX2Ow?deal_id=64420759703