Real - Time Analyst at EXL South Africa January, 2026

- Real - Time Analyst at EXL South Africa
- View Jobs in ICT / Telecommunication / View Jobs at EXL South Africa
Posted: Jan 15, 2026

Deadline: Not specified
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EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience...
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Real - Time Analyst
- Job Type Full Time
- Qualification Higher National Certificate
- Experience 1 - 2 years
- Location Western Cape
- City Cape Town
- Job Field Customer Care
Job Description
- Continuously track key metrics like call volume, agent availability (ACD status), queue wait times, and schedule adherence.
- Adjust staffing, breaks, and agent assignments in real-time to handle unexpected spikes or dips in demand.
- Ensure proper coverage by managing agent schedules and coordinating with operations for shift changes or overtime.
- Generate reports (daily, bi-weekly) and analyze trends to forecast requirements and identify process improvements.
- Work closely with operations, team leaders, and other departments to make informed decisions and improve service delivery.
Responsibilities
- Continuously track key metrics like call volume, agent availability (ACD status), queue wait times, and schedule adherence.
- Adjust staffing, breaks, and agent assignments in real-time to handle unexpected spikes or dips in demand.
- Ensure proper coverage by managing agent schedules and coordinating with operations for shift changes or overtime.
- Generate reports (daily, bi-weekly) and analyze trends to forecast requirements and identify process improvements.
- Work closely with operations, team leaders, and other departments to make informed decisions and improve service delivery.
Qualifications
- Higher Education Diploma with 1 - 2 years of relevant experience
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Method of Application

Interested and qualified? Go to EXL South Africa on fa-ewjt-saasfaprod1.fa.ocs.oraclecloud.com to apply

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