About the position
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 [Email Address Removed] to apply.
Desired Skills:
- Real Time Analyst
- WFM tools
- Microsoft Excel
- Workforce Management
Desired Work Experience:
About The Employer:
CoActivate Group | Real People. Real Results. Intelligently [URL Removed] Group is a South African-born BPO and technology business with global reach. We blend people and platforms to deliver performance that scales - from outsourced contact centre services, to telecom solutions, to proprietary QA and agent management [URL Removed] portfolio includes:CoActivate BPO - customer engagement and sales, powered by real human [URL Removed] Connect & Jabba Mobile - telecom products and distribution that create access and economic [URL Removed] & AIMS - proprietary platforms that turn conversations and operations into intelligence, coaching, and [URL Removed] sets us apart? We don't just give data, we give answers. We don't just deploy people, we enable their performance. And we don't just meet targets, we drive meaningful impact for clients, customers, and communities.
