About the Role The Real-Time Analyst position is instrumental in achieving business service level objectives efficiently. This role focuses on managing real-time operational processes to ensure optimal performance throughout the day. Responsibilities include monitoring key metrics, making timely adjustments to staffing levels, and optimising resources to meet service level targets. A keen eye for detail and strong analytical skills is vital in driving operational efficiency and delivering outstanding service to our customers. Duties & Responsibilities Efficiently manage intra-day staffing and service levels; Provide timely, accurate reports on intra-day performance; Monitor and drive schedule adherence; Communicate effectively with internal and external customers; Perform other duties and assignments as directed. Technical Skills Proficient in Excel with strong skills in data manipulation, including scrubbing, dissecting, and shaping data to create customised reports; Familiarity with Workforce Management (WFM) systems such as eWFM, Verint/BluePumpkin, IEX, CMS, etc., enabling effective utilisation of these platforms for operational optimisation and analysis. Desired Experience & Qualification Minimum of 2 years WFM experience in a call centre inbound voice process; Ability to prioritise workload, meet deadlines, and perform multiple tasks with attention to detail; Solid critical thinking, problem-solving, and interpersonal skills; Demonstrates ability to give and receive feedback from peers and business partners; Must demonstrate sound arithmetic, analytical, and problem-solving abilities; Excellent verbal, written, and comprehension skills. Package & Remuneration Salary: R35 000 - R38 000 per month #J-18808-Ljbffr