Real Time Adherence - Worforce

We are seeking a highly skilled and detail-oriented Real-Time Adherence Analyst to ensure our call center operates at peak efficiency. The ideal candidate will manage real-time and intraday resource allocation, ensuring agents are optimally scheduled to meet forecasted call volumes and service level targets. This role involves interpreting data, adjusting staffing plans, and dynamically managing resources to support call center goals.
Requirements:

Experience as a Real-Time Analyst or Real-Time Coordinator
Ability to create reports in Excel and/or Power BI
Basic Excel skills, with knowledge of advanced formulas, basic Python, and data analysis preferred
Previous experience with Nice / InContact or other CRM systems
Attention to Detail: High level of accuracy and attention to detail
Ability to take initiative and proactively communicate with partners and leadership
Monday-Friday, 5:00 pm - 2:00 am SAST
Available to work on site

Main responsibilities:

Monitor call, chat, and email volumes, daily attendance, and break schedules to ensure optimal resource distribution. Maintain agent adherence using available systems and tools.
Track absenteeism and coordinate off-phone activities such as team meetings and training events.
Complete daily, biweekly, and monthly internal reports.
Identify trends in real-time and provide insights for process and structure improvements.


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