Real Time Analyst

1 month ago


Northern Suburbs, South Africa Tenacity Financial Services Full time

The purpose of this role is to monitor the intra-day activities in Operations and advise appropriate steps to address variations to the planned forecast and schedule to ensure that service levels are maintained. To also deliver variance reporting to stakeholders, to enable them to make timely and informed decisions.

**Daily scheduling and real time management**
- Ensure all scheduled agents breaks, lunches and teams published per agreed times.
- Effective real time management through AHT alerts, Deviation alerts, etc.
- Effect real time adjustments of all off line activities (breaks, lunches, teas, toilet breaks, training etc.) and effectively communicate with Operations to ensure daily service level targets are met.
- Track any changes, anomalies or incidents that influence service levels
- Build and maintain strong relationships with key stakeholders to ensure shared objectives are met
- Provide assistance to the Workforce Planner and Manager

**Reporting**
- Compile and review various reports and continuously maintain the integrity and accuracy of data

**Administration of WFM processes**
- Assist to identify process improvement opportunities
- Conformance to Basic Conditions of Employment Act (BCEA) in respect of schedules and breaks

**Administration of WFM processes**
- Assist to identify process improvement opportunities
- Conformance to Basic Conditions of Employment Act (BCEA) in respect of schedules and breaks

**Projects / Initiatives**
- Actively participate in Departmental / Company Projects and initiatives as directed
- Identify process improvement opportunities through constant analysis and reporting of call centre metrics

**Qualification**
- Grade 12
- Degree/ National Diploma or tertiary qualification in relevant field/discipline (advantageous)

**Experience**
- Minimum 1-2 year’s previous experience in a Workforce real time analyst related role
- Minimum 2 years’ experience in Contact Centre environment
- Knowledge of workforce management tools
- Knowledge of forecasting and schedule creation
- Knowledge of real time adherence and decision making
- Knowledge of Performance Analysis/Metrics

**Functional Knowledge and Skills**
- Computer literate (MS Office)
- Written & verbal communication skills
- Problem solving skills
- Reporting and analytical skills
- Team player
- Excellent interpersonal skills
- Ability to communicate at all levels
- Presentation skills



  • Northern Suburbs, South Africa West Coast Personnel Full time

    Published - Jan 26, 2023 - Location - Northern Suburbs, Cape Town, South Africa - Category - Support Staff - Job Type - Full-time - Salary Type - Monthly Salary **Description**: I am seeking a Receptionist who has experience as a Receptionist in the Property or Real Estate sector. **Requirements**: - Matric / Grade 12 / Senior Certificate - Fully...

  • Operations Analyst

    1 month ago


    Northern Suburbs, South Africa CA Financial Appointments Full time

    A exciting opportunity has become available to join a International investment management company as an Operations Analyst. They are currently looking for a dynamic and ambitious graduate to join their team, based here in Cape Town. You will be part of the Operations team, managing the efficient operational administration for the...

  • Financial Analyst

    1 week ago


    Northern Suburbs, South Africa CA Financial Appointments Full time

    Our client is offering an incredibly exciting contract opportunity. As a Financial Analyst, in a global Energy leader, you will oversee responsibility for supporting divisional heads by providing them with monthly financial information & analysis of their results to improve decision-making, identifying areas of financial control weakness to be addressed,...

  • Financial Analyst

    4 weeks ago


    Southern Suburbs, South Africa Time Personnel Full time

    **REQUIREMENTS**: - Grade 12 - Degree or Diploma business administration with focus on Finance/Controlling - Experience in financial planning and analysis - Advanced System expertise in Excel - SAP experience is an advantage - 2-4 years of experience in the same or similar field - Solid accounting skills and experience **DUTIES**: - Support senior...


  • Northern Suburbs, South Africa West Coast Personnel Full time

    Published - Jan 26, 2023 - Location - Northern Suburbs, Cape Town, South Africa - Category - Business - Job Type - Full-time - Salary Type - Monthly Salary **Description**: **Requirements**: - Matric / Grade 12 / Senior Certificate - Paralegal Diploma in Conveyancing / completed Conveyancing course - Fully bilingual in Afrikaans and English - A valid...


  • Northern Suburbs, South Africa Gillian Barber Recruitment Full time

    Overview A fixed-term contract opportunity has become available. We are looking for a **Central Buying Analyst: Products**, the main purpose of the role is to **centrally analyse all product** related practices and attributes in order to **deliver cross-functional insights** to the business that **support the buying initiatives and strategic...

  • Data Analyst

    1 week ago


    Northern Suburbs, South Africa Vital Health Foods Full time

    Develops and maintains the data warehouse in line with the data model, metadata repository and provides business intelligence analysis through providing strategic and operational support. **Responsibilities**: - Develop DW components (facts, dimensions, tables) - Develop data cubes - Design and develop integration services (ETL) - Perform SQL server...


  • Northern Suburbs, South Africa Zeminwe Full time

    We are seeking a highly energetic logistics administrator to join a fruit export Company in the Northern Suburbs. **Responsibilities**: - Manage addendums and documentation related to fruit exports, ensuring accuracy and compliance. - Monitor and analyze stock ages, identifying potential issues and recommending appropriate actions. - Track vessels and...

  • Utilities Analyst

    6 days ago


    Southern Suburbs, South Africa Faircape Full time

    The Faircape Group constitutes a group of companies with interests in a number of activities including Healthcare, Retirement Holdings, Telecommunications, Utility Management, infrastructure installation, Property Management and related activities. An exciting opportunity for a **Utilities Analyst** has become available for our Inpower Management and Water...

  • Consultant

    4 weeks ago


    Northern Suburbs, South Africa MECAD Systems Full time

    Consultant - 2023-05-12 - 2023-06-30 - Permanent - JHB000163 - Engineering and Technical- Western Cape, CPT - Northern Suburbs - We are a leading technology company that delivers solutions for engineering and manufacturing industries. An established group of companies with over 30 years of experience in providing innovative engineering and technology...


  • Northern Suburbs, South Africa Communicate Recruitment Full time

    Are you in an IT/data storing role with a background in financial services? My client is a Fund Accounting Specialist with international clients. This role entails a full understanding of the accounting structure combined with a technical ability to streamline processes. Assist with writing data, resolving daily pitfalls, and aligning time accordingly to...


  • Northern Suburbs, South Africa Gillian Barber Recruitment Full time

    Overview To deliver on the company’s customer-focussed strategy by representing the customer, building relationships and driving the acquisition, retention and overall profitability of customers. The core focus of this role will be to drive pre-campaign planning, post campaign analysis, tracking studies and customer performance analytics. The role will...

  • Treasury Analyst

    7 days ago


    Southern Suburbs, South Africa HomeChoice Holdings Limited Full time

    Description homechoice is a leading South African homeware retailer. For over 35 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford. The ideal candidate for this role will be responsible for overseeing the treasury function of the group and driving business efficiency...


  • Southern Suburbs, South Africa Flash Full time

    **RESPONSIBILITIES**: Conduct audits of information systems, IT infrastructure, and cybersecurity controls to assess compliance with regulatory requirements and industry standards. Evaluate the effectiveness of security controls, including access controls, network security, and data encryption. Perform vulnerability assessments, penetration testing, and...


  • Southern Suburbs, South Africa HomeChoice Holdings Limited Full time

    Description homechoice is a leading South African homeware retailer. For over 35 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford.  The ideal candidate for this role will be responsible to assist the Retail Financial Manager with providing the business with a sound...


  • Southern Suburbs, South Africa Job Crystal Full time

    -South Africa, Western Cape *** - R40000 - R45000 Per Month **Area**: South Africa, Western Cape **Sector**: Real Estate Posted: 6 December 2023 **Job Details**: A diverse group of companies with interests in a number of activities including Telecommunications, Utility Management, and Property Management, has an exciting opportunity for a Senior...

  • Dialler Manager

    1 month ago


    Southern Suburbs, South Africa MVIA Full time

    Summary: As the Dialler Manager, you will play a crucial role in ensuring the smooth and efficient operation of the sales environment, supporting a staff contingency of 80+. Your responsibilities will encompass both administrative and technical aspects, making you an integral part of our team. You will play a key role in managing and developing business...


  • Eastern Cape - Free State - Gauteng - KwaZulu-Natal - Limpopo - Mpumalanga - North West - Northern Cape - Western Cape - International, South Africa DEEL Full time

    Who we are and what we doDeel is a global team that helps businesses hire anyone, anywhere, easily. Deel consists of more than three thousand self-driven individuals spanning over 100 countries. Our unified yet diverse culture keeps us continually learning and innovating the Deel platform and our products for customers.Companies should be able to hire the...


  • Southern Suburbs, South Africa Homechoice Full time

    Homechoice is a leading omni-channel retailer, delighting our customers with an innovative range of curated products on personalized terms. Our aim is to provide multiple, convenient and easy retail shopping channels to guarantee that we meet all our customer expectations. **Here's what you can expect to be doing in the role** - Analyse historical sales and...


  • Southern Suburbs, South Africa Flash Full time

    **Responsibilities**: Flash Apps (NFA; OFA; USSD App): Managing most effective digital route to market Device range & planning. All Merchant Apps - Development; enhancements; performance; roadmaps UI/UX - Flow; ease of use Device specifications to ensure speed & reliability. POS evolution - Right device for appropriate retail space Corporate accounts:...