Real Time Analyst

About the role

We are seeking an enthusiastic Real Time Analyst to join our Coactivate team in Durban. The role involves monitoring contact‑centre performance in real time, ensuring service‑level targets are met, and supporting the Workforce Management function.

Key responsibilities

• Monitor agent activity in real time, including login/logout, adherence, and availability.
• Track call volumes, queue performance, and service‑level metrics throughout the day.
• Assist the WFM team with forecasting, scheduling, and capacity planning as needed.
• Identify staffing gaps or over‑staffing and communicate recommendations to Operations and Team Leaders.
• Coordinate real‑time activities such as breaks, lunches, meetings, and training to minimise impact on service levels.
• Analyse performance trends, flag potential risks, and prepare real‑time and end‑of‑day reports.
• Escalate system issues, unexpected volume changes, or operational risks promptly.

Required profile

• Minimum Grade 12 education.
• Degree, diploma or certificate with at least 1 year of experience as a Real‑Time Analyst or in a Workforce Management environment.
• Strong analytical and problem‑solving abilities with high attention to detail.
• Excellent communication and stakeholder‑management skills.
• Ability to work independently and as part of a team.
• Clear criminal record.

Required skills

• Proficiency with Workforce Management (WFM) tools.
• Advanced Microsoft Excel skills, including formulas, reporting and data analysis.