Cape Town, ZA Position Overview MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. We are seeking a Real Time Analyst to support one of our clients in the digital services industry. The client delivers a wide range of connectivity and entertainment solutions to both residential and business customers. This role is responsible for ensuring that workforce planning, forecasting, and real‑time management align with the client’s operational goals and service level expectations. This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone. Position Responsibilities Develop and maintain accurate forecasts for contact volume, staffing needs, and scheduling across multiple support channels. Create and manage agent schedules to ensure optimal coverage and adherence to service level agreements. Monitor real‑time performance and make intraday adjustments to maintain efficiency and responsiveness. Collaborate with client stakeholders and internal teams to align workforce strategies with business objectives. Analyze historical data to identify trends, improve forecasting accuracy, and support long‑term planning. Maintain and optimize workforce management systems and tools, ensuring data accuracy and usability. Generate and present regular reports on staffing, adherence, shrinkage, and overall performance metrics. Effectively manage transport logistics to ensure full shift utilization. Possess advanced Microsoft Excel skills for data analysis and operational reporting. Candidate Qualifications Diploma or degree in business, operations, or a related field preferred. Excellent command of the English language, both written and verbal. Minimum of 3 years of experience in workforce management or operations planning in a contact center. Strong analytical and problem‑solving skills with a data‑driven mindset. Proficiency in workforce management platforms. Excellent communication and collaboration skills, with experience working across teams and with external clients. Preferred Qualifications Experience working on a U.S. campaign (especially telecom‑related). Conditions of Employment Must be authorized to work in the country where the job is based. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. Compensation & Benefits Annual Leave: Earn paid time off to rest, recharge, or attend to personal matters. Health Benefits: After probation, employees qualify for medical insurance, general practitioners, chronic medication, basic dental and optical care, as well as emergency services. Career Growth: Prioritize internal promotions and clear pathways for advancement across departments. Paid Training: Gain valuable skills and knowledge while earning a salary. Positive Work Environment: Collaborative, team‑oriented culture that values engagement and support. Casual Dress Code: Relaxed dress policy for comfortable work. Physical Requirements This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty pounds. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. Diversity and Equality At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. #J-18808-Ljbffr