Realtime Analyst

4 weeks ago

Pretoria, South Africa Merchants Full time

We're Hiring : Real-Time Administrator | Contact Centre OperationsAre you detail-oriented and thrive in a fast-paced environment where every second counts? Merchants is looking for a proactive and analytical Real-Time Administrator to support contact centre operations by monitoring live performance, managing schedule adherence, and flagging service risks in real time. What You'll Do Monitor agent schedule adherence, absenteeism, and non-compliance Alert team leaders and WFM to out-of-line behavior or potential service level threats Recommend on-the-spot adjustments to improve performance across skill sets Capture and report on real-time data and produce daily / weekly absenteeism and performance reports Support accurate reporting and data-driven decision-making for contact centre leadership What You Bring Matric certificate or equivalent qualification Minimum 2 years' experience as a contact centre agent Understanding of ACD (Automatic Call Distributor) reporting tools Intermediate proficiency in Microsoft Excel Strong attention to detail and good communication skills Ability to work well under pressure and manage multiple data streams in real time #J-18808-Ljbffr

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