Real Time Analyst

Working within a team, you will be responsible for the day to day running of the real time function. Your overall objective will be supporting the operation in delivery of the “At Your Service” Culture and assisting in providing insight in the success or failure of the planned activities v actual delivery.


  • Updating schedules real time & schedule optimisation
  • Assessing leave requests in conjunction with business requirements
  • Reporting on shrinkage, adherence etc
  • Identifying deviation from scheduling assumptions and providing insight
  • Allocating meetings, coaching sessions
  • Reallocation of resources to optimise service delivery real time
  • Update Team leaders on daily performance and best time to conduct unplanned activities
  • Update WFM with on the day shrinkage

Skills required

  • Strong analytical skills and ability to apply those real-time
  • Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
  • Excellent problem solving and decision-making skills
  • Ability to operate effectively in a team environment
  • Excellent oral and written communication skills and interpersonal skills
  • Dependability regarding completion of assignments and attendance

Knowledge & Experience

  • Minimum of 1 years’ experience working in Workforce Operations in a Customer Care and/or BPO operation, with Team leader interaction
  • Two years’ experience working with call centre reporting and metrics required
  • One year prior experience working with workforce management technologies ideally Teleopti
  • High school diploma or equivalent; 2 years of college preferred
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