Fraud Hotline - Real Time Analyst at Absa Group Limited (Absa)

Job Summary

• The purpose of the Real-Time Analyst (RTA) role in Fraud Hotline is responsible for monitoring and managing intraday performance of fraud hotline operations.
• This role ensures adherence to schedule, optimal staffing, and real-time adjustments to maintain service level agreements (SLAs), minimize customer wait times, and support timely fraud detection and response.

Job Description

Key Accountabilities

Real-Time Monitoring:

• Monitor call queues, agent adherence, and overall hotline performance in real time.
• Identify and respond to real-time staffing needs and call volume fluctuations.
• Alert supervisors and management to potential SLA risks.

Intraday Management:

• Track schedule adherence, shrinkage, and agent activity across platforms.
• Make real-time adjustments such as skill changes, break reschedules, or overtime assignments.
• Update intraday dashboards and communicate status reports regularly.

Communication & Escalation:

• Serve as the first point of contact for operational issues affecting fraud hotline performance.
• Coordinate with Fraud Operations, Workforce Planning, and IT to resolve real-time incidents.

Reporting & Analysis:

• Compile and deliver real-time and intraday reports on key metrics (AHT, ASA, occupancy, etc.).
• Assist in post-shift reporting and root cause analysis of SLA breaches.

Tool & System Management:

• Use WFM platforms (e.g. Verint, NICE,  IEX,) and telephony systems to track performance.
• Troubleshoot basic system issues and escalate as needed.

Knowledge required

• Strong understanding of call center metrics (SL, AHT, occupancy, shrinkage, etc.).
• Experience with WFM and call routing platforms (e.g., NICE, Verint, Genesys, Cisco).
• Excellent communication and decision-making skills under pressure.
• Strong attention to detail and the ability to multitask in a fast-paced environment.
• Proficiency in Excel and reporting tools; familiarity with ticketing systems is a plus.
• High level of integrity and understanding of the importance of fraud prevention and sensitive data handling.

Skills required

• Proficient in handling queries, crafting reports, and delivering findings effectively.
• Demonstrates a systematic and logical approach to problem-solving.
• Exhibits accuracy and meticulous attention to detail in tasks.
• Apply critical thinking skills to assess situations and make informed decisions.
• Works seamlessly as part of a team, fostering effective collaboration with colleagues.
• Possesses strong planning and organizational capabilities.

Minimum Education and Experience requirements

• Relevant NQF level 6 qualification or Higher in Mathematics, Statistics, Computer Science, Information Management, or Economics
• At least 1-2 years’ experience in a real-time analyst or WFM role (preferably in fraud, financial services, or contact center environments)
• Working knowledge of Contact Management Systems i.e. Avaya, Nice IEX and Nice RTAM, Real-time Analytics and Monitoring.

Education

• Bachelor's Degree: Business Management, National Diplomas and Advanced Certificates: Banking

End Date: June 27, 2025