Workforce Management (WFM) – Real-Time Analyst (RTA)
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Job Location:
Monthly Salary:
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
ABOUT HUGO
Hugo is transforming the future of a continent by re-envisioning the future of its work. We exist to provide BPO excellence to our customers by investing heavily in the very best of African talent.
African communities currently reap less than 2% of a BPO market worth a staggering $430 billion annually. We are changing this.
Specializing in digital and AI operations omnichannel customer support and trust and safety solutions for some of the worlds largest tech and media companies we are providing the continents university-educated youth with the skills necessary to build a meaningful career in the global digital economy. All whilst delivering industry-beating excellence for our clients.
As a culture were Silicon Valley meets ECOWAS English et en Français. Were smart dynamic and ambitious. And were on a mission to win for our clients and for our people
Role Summary
The Real-Time Analyst (RTA) is responsible for monitoring live operations and ensuring service levels are maintained throughout the day. This role requires fast decision-making strong situational awareness and the ability to act proactively to prevent performance issues before they impact SLAs.
The ideal candidate thrives in a high-pressure real-time environment and is comfortable making quick decisions while communicating clearly with both internal teams and clients.
Key Responsibilities
Real-Time Monitoring & SLA Management
Monitor real-time performance across key metrics (SLA service level queue volumes AHT adherence).
Track actual performance against forecasts and identify deviations early.
Maintain continuous visibility on operational health across all channels (Voice Chat Email).
Intraday Management & Decision-Making
Take immediate action to mitigate risks to service levels (e.g. reassigning agents adjusting breaks prioritizing queues).
Proactively identify potential issues before they escalate and implement corrective measures.
Balance multiple priorities in a fast-paced constantly changing environment.
Communication & Escalation
Provide real-time updates to stakeholders on performance risks and actions taken.
Escalate critical issues promptly with clear context and recommended actions.
Engage directly with clients in daily interactions providing performance updates and insights.
Reporting & Insights
Deliver hourly performance updates and end-of-day summaries.
Provide clear concise insights on performance drivers and operational gaps.
Support continuous improvement through data-backed observations.
Required Skills & Qualifications
Experience
24 years of experience in WFM operations or contact center environments.
Experience in real-time monitoring or intraday management is preferred.
Client-facing experience is a strong advantage.
Core Skills
Strong analytical thinking and rapid decision-making ability.
High level of proactiveness and ownership.
Ability to stay calm and effective under pressure.
Strong situational awareness and prioritization skills.
Excellent verbal and written communication.
Behavioral Competencies
Decisive and action-oriented.
Comfortable working in high-pressure real-time environments.
Clear and confident communicator.
Inquisitive mindset with a focus on continuous improvement.
Able to engage directly with clients without supervision.
Success Indicators
Consistent SLA achievement through proactive interventions.
Minimal service disruptions due to effective real-time management.
Clear and timely communication with stakeholders and clients.
Strong operational awareness and rapid issue resolution.
Key Skills
- Active Directory
- Customer Service
- End user
- Access Points
- Deskside Support
- Windows
- SCCM
- Troubleshoot
- User Accounts
- Desktop
- PC
- Backup
- Setup
- hardware
- Technical Support
About Company
Hugo is transforming the future of a continent by re-envisioning the future of its work. We exist to provide BPO excellence to our customers by investing heavily in the very best of African talent.African communities currently reap less than 2% of a BPO market worth a staggering $430 ... View more
