Workforce Management Analyst

7 days ago

Cape Town, Western Cape, South Africa IGT Solutions Full time R350 001 - R750 002 per year

Role Overview

The Workforce Management Real-Time Analyst (RTA) is responsible for monitoring and managing contact center operations in real time. This role ensures service levels, staffing adherence, and operational efficiency by analysing data, making intraday adjustments, and communicating with teams to maintain optimal performance. The RTA works closely with Operations, WFM, and Team Leaders to proactively manage fluctuations in workload and agent availability.

Key Responsibilities

1. Real-Time Monitoring & Management

  • Monitor contact centre queues, service levels, and agent performance in real time.
  • Track agent adherence to schedules and ensure coverage aligns with forecasts.
  • Take immediate intraday actions to manage call volumes, staff shortages, or service disruptions.
  • Coordinate with team leaders to reallocate resources or adjust tasks as needed.
  • Update and maintain real-time dashboards and alerts.

2. Scheduling Support

  • Assist with intraday adjustments to schedules to optimize coverage.
  • Escalate recurring scheduling issues to Workforce Management.
  • Maintain awareness of leave, absenteeism, and staffing changes impacting operations.

3. Reporting & Analysis

  • Generate daily, weekly, and ad hoc reports on service levels, occupancy, and adherence.
  • Identify trends, forecast intraday challenges, and recommend solutions.
  • Provide insights to Operations and WFM teams to support decision-making.

4. Communication & Stakeholder Support

  • Act as the point of contact for real-time operational updates.
  • Communicate intraday changes and performance alerts to management.
  • Collaborate with WFM, Operations, and HR to resolve operational issues.

5. System Management

  • Maintain accurate data in WFM tools (e.g., IEX, Verint, NICE).
  • Ensure agent profiles, skills, and routing are up to date for accurate reporting.
  • Troubleshoot minor system issues and escalate when necessary.

Qualifications & Requirements

  • Matric or equivalent (required); diploma or degree in relevant fields preferred.
  • 1–2 years' experience in a contact centre, WFM, or real-time analyst role.
  • Experience with WFM systems such as IEX, Verint, or NICE (preferred).
  • Strong analytical and problem-solving skills.
  • Proficient in MS Excel and reporting tools.
  • Excellent communication and time management skills.
  • Ability to work under pressure and make quick, data-driven decisions.

Competencies

  • Real-time decision-making
  • Analytical thinking
  • Collaboration and teamwork
  • Adaptability
  • Results-driven mindset

Working Conditions

  • Office-based environment.
  • May require flexible hours depending on operational needs.

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