Real Time Analyst - Backfill at Mukuru

• As a Real Time Analyst, you are the nerve centre of the Contact Centre — monitoring live performance, anticipating pressure points, and making real-time decisions that protect service levels, efficiency, and customer satisfaction. You work where data meets action, ensuring the right people are in the right place at the right time.
• This role is perfect for someone who thrives in fast-paced environments, enjoys analysing patterns as they happen, and has the confidence to influence operational decisions in real time.

Your Mission

• To actively monitor and manage real-time contact centre performance, ensuring service levels are achieved through proactive workforce decisions, clear communication, and insightful reporting.

What You’ll Be Doing

Real-Time Monitoring & Decision-Making

• Monitor live queues, volumes, and service levels across all contact centre channels.
• Track agent adherence, occupancy, shrinkage, and performance against schedules.
• Drive real-time adherence by aligning expected capacity with actual performance.
• Identify risks early and take corrective action to protect SLAs and customer experience.

Communication & Stakeholder Engagement

• Communicate live volume trends, risks, and changes to Contact Centre leadership and teams.
• Call out intraday adjustments and support routing or skill changes when required.
• Build strong working relationships with team leaders and operational stakeholders.

Workforce & Operational Support

• Support the Workforce Manager with intraday management and workforce initiatives.
• Assist with routing changes, special projects, and operational interventions.
• Take ownership of assigned workforce-related tasks and improvement initiatives.

Reporting, Analysis & Insight

• Compile daily, weekly, and monthly performance reports.
• Analyse adherence, shrinkage, occupancy, and efficiency metrics.
• Provide actionable recommendations to reduce overheads and improve customer experience.

Professional Development & Accountability

• Monitor and manage personal performance targets.
• Attend KPI, performance, and feedback sessions.
• Complete required compliance, refresher training, and development activities.

What You Bring

Qualifications

• Grade 12 or equivalent (Essential)
• Degree or Diploma (Advantageous)

Experience

• 1–2 years’ Contact Centre experience (Essential)
• Exposure to Financial Services, Fintech, or Sales environments (Advantageous)

Technical Knowledge & Skills

• Workforce Management tools (Advanced)
• Forecasting and schedule interpretation (Advanced)
• Real-time adherence and intraday decision-making (Advanced)
• Performance analysis and contact centre metrics (Advanced)
• Strong typing, computer, and reporting skills

Core Competencies

• Strong decision-making and problem-solving ability
• High attention to detail and analytical thinking
• Excellent verbal and written communication
• Time management and adaptability under pressure
• Team collaboration and active listening