Real Time Analyst – Exciting Permanent Role in 2026

Real Time Analyst Position Overview

The role of Real Time Analyst involves monitoring and managing real-time performance across Contact Centre and Back-Office operations. This ensures adherence to schedules, SLA/TAT compliance, and overall operational stability. The chosen candidate will act as the first line of defence for intraday deviations by executing timely interventions and communicating recovery plans to stakeholders.

Company Background

Our client, operating under brands such as Metropolitan and Momentum, along with Multiply (a wellness and rewards programme) and various specialist brands like Guardrisk and Eris Property Group, aims to empower individuals and businesses to achieve their financial goals and aspirations. Through a variety of financial solutions, the group helps people grow their savings, protect their assets, and invest for a secure future.

Remote Opportunity: Some work from home flexibility is available.

Requirements

• Qualification:
  • Matric Certificate
  • Diploma in Operations Management or a related field (Advantageous)
• Experience:
  • 2–3 years of experience in real-time monitoring or contact centre operations
  • Familiarity with WFM tools (e.g., Verint, NICE, Genesys) and ACD systems
  • Strong Excel skills; exposure to BI tools (Advantageous)
• Skills:
  • Understanding of real-time management principles and WFM tool functionality
  • Proficiency in intraday reporting and variance analysis
  • Knowledge of contact centre metrics (e.g., ASA, SL, adherence, occupancy)
  • Strong analytical and problem-solving skills
  • Excellent communication and stakeholder management abilities
  • Capability to thrive in a fast-paced, high-pressure environment
  • Strong attention to detail and decision-making ability

Duties & Responsibilities

1. Internal Process

• Escalate real-time risks impacting service delivery as per escalation procedures
• Collaborate with Workforce Planning, Operations, and Scheduling teams to optimize staffing efficiency
• Monitor queue health and agent availability across multiple channels
• Support contingency planning during high-volume periods, outages, or business continuity events
• Ensure compliance with operational and workforce management policies

2. Real-Time Monitoring

• Track interval-level performance against schedules and SLAs/TATs using WFM and ACD dashboards
• Monitor adherence, occupancy, and shrinkage; identify deviations and escalate as needed
• Detect volume spikes, backlog risks, and system outages; implement prompt recovery actions

3. Intraday Adjustments

• Execute approved interventions: skill reallocation, overtime triggers, off-phone activity adjustments, and break rescheduling
• Update WFM systems with intraday changes while maintaining audit trails

4. Communication

• Provide timely alerts and status updates to Operations leadership during deviations
• Document and communicate recovery plans outlining their expected impact on SLAs/TATs

5. Reporting

• Produce daily intraday performance summaries and variance reports
• Identify root causes of deviations and recommend preventive measures

6. Governance

• Ensure compliance with scheduling and labour regulation policies
• Maintain accurate records of intraday decisions for auditing and analysis

7. People Management

• Develop strong relationships by providing specialist knowledge and leadership
• Continuously build expertise in industry and subject matter
• Influence and manage change positively, supporting colleagues as needed
• Promote innovation through sharing and implementing new ideas with the team

8. Client Relations

• Establish and maintain relationships with clients and internal/external stakeholders
• Meet service level agreements to manage client expectations effectively
• Monitor turnaround times and quality standards to resolve issues quickly

9. Finance Management

• Participate in budget development to minimize expenditure aligned with operational plans
• Identify solutions that enhance cost-effectiveness and operational efficiency

Competencies Required

• Analytical Thinking
• Attention to Detail
• Decision-Making
• Time Management
• Resilience Under Pressure
• Stakeholder Engagement
• Adaptability
• Strong Communication Skills

As an applicant, please ensure the legitimacy of this job advertisement by verifying it on our company career page.

How to Apply

Applications close on 16 November 2026. Apply before the closing date to avoid missing this opportunity.