Real Time Analyst
121talent Pty Ltd · Durban, KwaZulu-Natal
Stop applying one at a time.
JobAlertsZA auto-applies to South African jobs like this one for you, overnight. Upload your CV once — we do the applying.
Start free — we apply for you →Real Time Analyst
We are looking for enthusiastic and motivated individuals from Coactivate team who have professional manners and excellent people skills to fill the role of a Real Time Analyst.
The successful candidate should meet the following requirements
Minimum Requirements
- Grade 12
- Relevant Qualification: Degree / Diploma / Certificate
- + 1 years’ experience as a Real-Time Analyst (RTA) or in a Workforce Management environment is preferred.
- Experience using WFM tools
- Proficiency in Microsoft Excel, including formulas, reporting, and data analysis.
- A good understanding of real-time monitoring, schedule adherence, staffing management, and Contact Centre operations.
- Strong analytical and problem-solving skills.
- Excellent attention to detail and ability to work accurately under pressure.
- Strong communication and stakeholder management skills.
- Good understanding of workforce management principles.
- Strong knowledge of Microsoft Excel and reporting tools.
- Ability to work independently and as part of a team.
- Strong organisational and time-management skills.
- Clear criminal record
Key Responsibilities
- Monitor real-time agent activity, including login / logout times, adherence, conformance, and availability.
- Track call volumes, workload, queue performance, and service level performance throughout the day. Support the WFM team with forecasting, scheduling, and capacity planning where required.
- Identify staffing shortages or overstaffing and communicate recommendations to Operations and Team Leaders.
- Manage and coordinate real-time activities such as breaks, lunches, meetings, training, and offline activities to minimise the impact on service levels.
- Analyse real-time performance trends and identify potential risks to operational targets.
- Communicate staffing and performance updates to relevant stakeholders.
- Prepare and distribute real-time and end-of-day reports. Escalate system issues, unexpected volume changes, or operational risks promptly.
If you feel you meet the above criteria, please send a motivational letter along with your CV to thanushapillay@coactivate.co.za to apply.