Job title : Real Time AnalystJob Location : Western Cape, Cape TownDeadline : February 11, 2025Quick Recommended Links Jobs by Location Job by industries As an experienced Analyst, you will apply your deep expertise in business intelligence and advanced analytical skills to identify opportunities to leverage data and drive business value. Main Responsibilities Creation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experience Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence Coordinate with outsourced sites on SL management and keep the WFM team updated Work on real-time tickets related to schedule change request, non-production request and associate GACD profile change needs Ensure that scheduling parameters are in line with business requirements, statutory obligations and individual schedule requirements Prepare and communicate daily handoff report to WFM leadership team on SL performance Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, initiate appropriate tactics to ensure service levels achievement Serve as primary interface between WFM and Operations leadership to establish and strengthen a positive partnership Your Profile Previous experience in an international BPO environment, with ability to coordinate multiple projects' data simultaneously Direct experience as a workforce management RTA for min.
2 years is mandatory Can do attitude and ability to deliver results in a fast-paced environment, with minimum supervision Proven expertise knowledge with Aspect and/or IEX Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse, multi-cultural environment Ability to adapt to change and maintain composure in critical situations, communicate clearly with both internal and external stakeholders High degree of ability to analyze data, using the data to drive decision making and implement effective resolutions Qualifications in statistics, mathematics, computer science or another quantitative field are an advantage Advanced Excel skills, demonstrable experience building RTA tools or models in excel or other platforms An understanding in systems such as 5/9, Zendesk and Assembled Fluent in English Research / Data Analysis jobs