Real Time Analyst

Real Time Analyst

We are looking for enthusiastic and motivated individuals from Coactivate team who have professional manners and excellent people skills to fill the role of a Real Time Analyst.

The successful candidate should meet the following requirements:

Minimum Requirements:

• Grade 12
• Relevant Qualification: Degree / Diploma / Certificate
• 1 years experience as a Real-Time Analyst (RTA) or in a Workforce Management environment is preferred.
• Experience using WFM tools
• Proficiency in Microsoft Excel including formulas reporting and data analysis.
• A good understanding of real-time monitoring schedule adherence staffing management and Contact Centre operations.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and ability to work accurately under pressure.
• Strong communication and stakeholder management skills.
• Good understanding of workforce management principles.
• Strong knowledge of Microsoft Excel and reporting tools.
• Ability to work independently and as part of a team.
• Strong organisational and time-management skills.
• Clear criminal record

Key Responsibilities

• Monitor real-time agent activity including login / logout times adherence conformance and availability.
• Track call volumes workload queue performance and service level performance throughout the day. Support the WFM team with forecasting scheduling and capacity planning where required.
• Identify staffing shortages or overstaffing and communicate recommendations to Operations and Team Leaders.
• Manage and coordinate real-time activities such as breaks lunches meetings training and offline activities to minimise the impact on service levels.
• Analyse real-time performance trends and identify potential risks to operational targets.
• Communicate staffing and performance updates to relevant stakeholders.
• Prepare and distribute real-time and end-of-day reports. Escalate system issues unexpected volume changes or operational risks promptly.

If you feel you meet the above criteria please send a motivational letter along with your CV to to apply.