Real Time Analyst(Jg10)

2 weeks ago

Bellville, Western Cape, South Africa Santam Full time
Who are we?
Santam is the market leader in the general insurance industry in Southern Africa.

We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.

Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper.

What will you do?

Santam Client Solutions, Direct (Personal Lines) has a position available for a Real Time Analyst (RTA) who will be based within Bellville/Johannesburg.

Key Responsibilities

Workforce management plays the most critical role in ensuring that the business is geared to service clients, complementary to the Company strategy.

A real time analyst plays a critical role in monitoring and managing service levels in Contact Centres, real time.

The successful incumbent will monitor and report on schedule adherence, impact on performance and assist with the implementation of schedule revisions, provide resource requirements and supports operational and financial planning for the operational teams they support (Client Engagement and Sales).

What will make you successful in this role?

  • Monitor and identify variances in core business key performance indicators and forecasts, real time
  • Monitor schedule adherence and identify nonadherence
  • Highlight deviations to relevant role players to ensure compliance
  • Validate deviations before updating the relevant systems
  • Administer exception codes for schedules
  • Generate the necessary analysis and compliance reports
  • Escalate system problems/issues when and if necessary as per the procedure
  • Monitor, analyse and reforecast short term call/workload requirements to optimize schedules, real time
  • Oversee and facilitate all planned offphone time to optimize operational performance whilst ensuring all necessary activities are executed as per normal
  • Liaise with key role players to produce accurate and timely resource plans including any opportunities to share workloads between teams and business areas
  • Actively take part in managing workload within team to achieve all agreed SLAs and targets
Capability Indicators

  • Monitor service level, volume, handlingtime, shrinkage, occupancy and productivity
  • Stable service levels, higher agent productivity, lower unplanned shrinkage levels
  • Increased Advisor, Consultant and First Line Manager compliance visàvis standard operating procedures
  • Valid, uptodate and correct MIS
  • Valid, uptodate and correct MIS
as a basis for further analysis of shrinkage

  • Valid, uptodate and correct MIS
and appropriate analysis, commentary and presentations

  • Reduced system downtime and fewer system configuration errors
Qualification and Experience

  • Matric
  • Insurance related qualifications (advantageous)
  • Bachelor's degree in Business Administration and/or Computer Science, with focus on quantitative techniques (advantageous)
  • Specialized software training on a workforce management solution(s)
  • Aspect experience will be advantageous
  • 2 years' experience in workforce management in respect of scheduling, skillset assignment, basic resource planning and reporting
Experience
years contact centre experience, with solid knowledge of call patterns, AHT, adherence etc.

  • Experience within a WFM environment (advantageous)
  • Good understanding of contact centre processes and SLA's
  • Excellent computer proficiency, particularly intermediate/advanced Excel
  • Reportwriting experience an advantage Knowledge and Skills Resources scheduling Call Centre workflow management Call Centre forecasting Tracking and reporting Policies and procedures Personal Attributes Decision quality
  • Contributing independently Resourcefulness
  • Contributing independently Optimises work processes
  • Contributing independently Builds effective teams
  • Contributing independently Build a successful career with us
We're all about building strong, lasting relationships with our employees.

We know that you have hopes for your future - your career, your personal development and of achieving great things.

We pride ourselves in helping our employees to realise their worth.

Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.

Core Competencies Cultivates innovation - Contributing independently Customer focus - Contributing independently Drives results - Contributing independently Being resilient - Contributing independently Collaborates - Contributing independently Turnaround time
The Sanlam Group is committed to achieving transformation and embraces diversity.

This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.

The Group's Employme

  • Real Time Analyst

    2 weeks ago

    Bellville, Western Cape, South Africa Santam Full time

    Who are we?Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on...

  • Real Estate Agent

    2 weeks ago

    Bellville, Western Cape, South Africa Quay 1 International Realty Full time

    Real Estate AgentAs part of expansion efforts, we are looking for a Real Estate Broker in the Northern Suburbs, Cape TownWe are an innovative, contemporary, dynamic, internationally affiliated leading Real Estate Brokerage.With over R600 Million in sales turnover a year, our vision is to be the leading professional, forward thinking and results driven...

  • Real Estate Agent

    2 weeks ago

    Bellville, Western Cape, South Africa Quay 1 International Realty Full time

    Real Estate AgentAs part of expansion efforts, we are looking for a Real Estate Broker in the Northern Suburbs, Cape TownWe are an innovative, contemporary, dynamic, internationally affiliated leading Real Estate Brokerage.With over R600 Million in sales turnover a year, our vision is to be the leading professional, forward thinking and results driven...

  • Junior Real Estate Broker

    2 weeks ago

    Bellville, Western Cape, South Africa Quay 1 International Realty Full time

    Are you a passionate, professional, and goal-oriented individual seeking a rewarding career in real estate? Join our innovative and internationally affiliated leading Real Estate Brokerage, currently expanding its team in the Northern Suburbs of Cape Town.About Us:Our brokerage is recognised for its innovation, contemporary approach, and dynamic team. With...

  • Personal Assistant

    2 weeks ago

    Bellville, Western Cape, South Africa Stefan Steenkamp - Real Estate Full time

    Job Title: Personal Assistant (PA) - Real EstateLocation: Bellville, Cape TownSalary: R R14 000Overview: Start - As soon as PossibleAn exciting opportunity has arisen for a Personal Assistant (PA) to join a Real Estate company. As a PA, you will provide administrative and secretarial support. You will be responsible for managing calendars, setting up...

  • Office Administrator

    2 weeks ago

    Bellville, Western Cape, South Africa Stefan Steenkamp - Real Estate Full time

    An exciting opportunity has arisen for an Administrator to join a Real Estate company. You will provide administrative and secretarial support. You will be responsible for updating current CRM and related administrative responsibilities + contract preparation + client liaison + telephonic canvassingThis is a fantastic opportunity for a junior administrator...

  • Business Analyst

    2 weeks ago

    Bellville, Western Cape, South Africa HR Genie Full time

    Position: Business Analyst at TwizzaLocation: City of Cape Town, Cape Town, BellvilleEmployment Type: Permanent, Full-TimePrimary Sector: IT and InternetSecondary Sector: FMCGQualifications: Industrial Engineering Degree, Dynamics NAV, Advanced ExcelSkills: User acceptance testing, JAD sessions, Project Management, Change ManagementCompany Description:...

  • IT Technical Analyst

    2 weeks ago

    Bellville, Western Cape, South Africa Sanlam Full time

    Who are we?Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture us that of...

  • Data Analyst

    2 weeks ago

    Bellville, Western Cape, South Africa Sanlam Full time

    Who we are?Sanlam Investments Group is one of South Africa's largest investment management companies. We have a performance history spanning over 100 years, and offer a range of investment and financial planning solutions to protect and grow the long-term wealth of our clients.We take particular pride in: Sanlam's longevity and innovation People, teamwork...

  • Head of Data Analyst

    2 weeks ago

    Bellville, Western Cape, South Africa Sanlam Full time

    Who are we?- Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratise financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture is that of...

  • Reinsurance Analyst

    2 weeks ago

    Bellville, Western Cape, South Africa Santam Full time

    What will you do?Santam Reinsurance has two Reinsurance Analyst vacancies available. The role reports to one of the Territorial Heads and will be based at the Santam Head Office in Bellville. What will make you successful in this role?The Reinsurance Underwriting Analyst will be responsible for assisting the Reinsurance Underwriter in underwriting and...

  • Actuarial Analyst

    2 weeks ago

    Bellville, Western Cape, South Africa Momentum Life Full time

    IntroductionThrough our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards program), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables businesses and people from all walks of life to achieve their financial goals and life aspirations.Role PurposeAn opportunity exists for an...

  • Data Analyst

    2 weeks ago

    Bellville, Western Cape, South Africa Exceed HR Full time

    We are currently looking for a professionally skilled Data Analyst to be part of a dedicated team in driving actionable insights within our client, who is a leading FMCG player within the Bellville area.The role you will play is crucial in ensuring that the client receives a service offering that enables them to make strategic decisions...

  • Data Analyst

    2 weeks ago

    Bellville, Western Cape, South Africa Santam Full time

    What will you do?Santam's Actuarial and Data Analytics team has an exciting new opportunity available for a data analyst. The position can be based Tygervalley, Bellville. What will make you successful in this role?KEY ACCOUNTABILITIES:Supporting the development of data-driven predictive and prescriptive modellingSupport and enhance the existing...

  • End User Services Fla 3 Analyst

    2 weeks ago

    Bellville, Western Cape, South Africa Job Crystal Full time

    Our client is seeking to employ a End User Services Analyst.Duties below.Contacts Taking: Also covers inbound requests to the Request Management DeskTicket Logging: To fully understand the client business environment and potential impacts and severities IT related incidents may have to both user and business. Accurate logging of all ticket information ...

  • Specialist: Software Development

    2 weeks ago

    Bellville, Western Cape, South Africa Vodafone Full time

    Role purpose:Your responsibilities will include:Working closely with business stakeholders & analysts in design & development of software.Review, maintenance, troubleshooting & optimization of current system software.Presenting ideas for implementation options & system improvements, including effort estimates.Testing the product in controlled, real...

  • Data & Digital Academy 2025

    2 weeks ago

    Bellville, Western Cape, South Africa Sanlam Full time

    Who are we?Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology...

  • Junior First Line Analyst-service Desk

    2 weeks ago

    Bellville, Western Cape, South Africa Job Crystal Full time

    Day to Day Duties As an employee, it is a requirement to fulfil certain daily tasks and duties on time as part of your roles and responsibilities. Always meet customer expectations Communication internally and to customer should be on time. Reflected in work logs. Time management: Lunch & breaks = 1 hour daily in total Proof of consultation with team members...

  • Recruitment Consultant Sales

    2 weeks ago

    Bellville, Western Cape, South Africa A24 Group Full time

    Exciting news for all you go-getters out there Ambition 24hours is looking for a Recruitment Consultant to join our dynamic team and make a real difference in the healthcare industry. And let's not forget about the thrill of cold callingAs a people-oriented consultant with a passion for results, you'll work tirelessly to find the perfect match for our...

  • Credit Analyst

    2 weeks ago

    Bellville, Western Cape, South Africa Scholtz and Partners International Full time

    Brief description of the vacancyLoan Admin. Will receive the documents from the clients, make sure everything is there andrequest info if needed. This person is the front line on the business. Must do the admin for therequired loan.Loan origination Preparing, reviewing, and analysing the creditworthiness of all business loan originations and refinances by...