Real Time Analyst

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Job Description:

Real Time Analyst

A Real Time Analyst ensures smooth efficient call center operations by continuously monitoring agent activity call volumes and service levels to keep performance aligned with targets.

RTA Management

• Track live call volumes queue status service levels (SLAs) and KPIs like average handle time or occupancy.
• Ensure agent adherence to schedules and investigate intraday deviations.
• Update and track the BSLs and SOUs.
• Monitor actual real time updates.
• Manage the RTA system and red flags need to be raised into manager and Ops following the escalation process (raise with manager first any continues issues raise with Ops to pick up with managers any further issues raise to HOS to pick up with the Ops Team)
• Handle schedule exceptions unplanned absences and unexpected call surges.
• Send out completion and modules booked for Ops to pick up .
• Identify & react to opportunities for continuous improvement.
• Challenge and improve ways of working to drive efficiency
• Attendance to planning huddles to this as well as they could be useful in relaying any challenges from the floor or from planning back to Ops as needed.

• Manage and monitor the Transfers.

• Daily / Weekly sessions with the OPS/HOS to feedback any red flags and issues to pick up.
• Daily run of the Short/disconnects call tracker.
• CBTs reporting & driver.
• Track completion of booked modules. Any modules not completed sent weekly to Ops to pick up continued non completion sent to HOS to pick up. Anything requested outside of the above needs to be ran past your line manager to confirm if this fits within the role and to assess if you have the bandwidth to complete.
• Take the lead to ensure the action of changes in real-time to deliver optimal performance outputs. Deliver impact assessments and production of intraday performance scenarios because of exceptional non BAU type events.

CAPITA VALUES

Implement and practice the Capita Values through practical application of the behaviors required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others

Professional know-how

Academic:

Grade 12 / Matric

Required Skills & Qualifications

Minimum Experience:

• 35 years unbroken service in contact center operations
• WFM or real-time management understanding (Essential).

Technical Proficiency

• Skilled in workforce management software real-time dashboards and reporting tools.
• Data-savvyExcel basic analytics and comfort with call center metric analysis.

Analytical & Decision-making

• Strong ability to interpret intraday data and make quick staffing decisions.

Communication & Collaboration

• Clear communicator who can effectively engage with cross-functional teams.

Adaptability & Stress Management

• Comfortable working under pressure often in shift-based schedules.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

Were here to help get you to your future whether its to gain worldclass customer service experience or grow with our variety of skills and experiences we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary theres no better place to be.

Our services span multiple sectors locations and businesses from retail industry healthcare government education to employment working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities amenities and multi-faceted transport options. The on-site benefits include a gym a doctor and clinic a creche multiple restaurants and food stores a pharmacy a hairdresser and a spa.

Whats in it for you

• Competitive Basic salary
• Medical Aid
• Provident fund Group life funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target % rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure broadening our employees horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth helping our employees to reach their full potential.

What we hope youll do next

Choose Apply now to fill out our short application so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next

• Your application will be reviewed.
• If your application is successful you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Ad to expire: Midnight 17 November 2025

No late applications will be considered.

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