• Morning Shift
• On Site (1 Nito Tower)

Role Purpose

The Real-Time Analyst (RTA) is responsible for monitoring and managing real-time contact centre performance, ensuring optimal staffing levels, and improving service level adherence. The RTA collaborates with Operations (TL, STLs, CCMs, SDMs), WFM Planner, and other stakeholders to drive efficiency, reduce wait times, and enhance customer experience across Service Delivery.

Position Scope

Real-Time Monitoring and Adherence

• Analyse and report real-time and historical performance trends to the Leadership Team.
• Monitor agent adherence to schedules and log relevant schedule exceptions.
• Implement and maintain a consistent and effective roster and break schedule for a smooth workflow across all major channels (emails, work items, phones, chat, etc.).
• Track and respond to understaffing or overstaffing situations by re-skilling agents, arranging PTO, and leveraging overtime as necessary.
• Improve Contact Centre productivity across all channel mediums by addressing behavioural opportunities with frontline team members and discussing them with the frontline leadership team.

Operational Efficiency

• Monitor interaction channels and implement defined strategies to maintain efficient service levels across all teams, channels, and locations.
• Review actual shrinkage versus planned shrinkage with the Workforce Planner and identify opportunities to improve operational efficiencies in real-time.
• Review the schedule plan and make recommendations for performance intervals, and daily and weekly improvements, including training needs and shift adjustments.
• Manage historical reporting data that are useful for tracking operational efficiency, including but not limited to: attendance, overtime, EOD reports, per interval reporting, and concurrence reporting.

Incident and Outage Management

• Investigate and report tickets related to system or technology outages affecting Temple Webster employees, which prevent employees from servicing customers or responding to carriers or suppliers.
• Facilitate communications with IT teams to minimise centre downtime and disruptions.
• Track and facilitate necessary workload reallocation during technology and system incidents or outages.

Stakeholder Coordination and Reporting

• Coordinate directly with the Customer Care Manager, Service Delivery Managers, Senior Team Leaders, and Team Leaders to ensure the standardised delivery of operational information, fostering visibility and efficiency.
• Provide timely updates and reports regarding real-time issues and key performance metrics.
• Deliver tasks, projects, or additional responsibilities as assigned by leadership.

Experience Qualifications

• Bachelor''s/College Degree in any field.
• At least 1-2 years of working experience in a similar position.
• Excellent verbal and written English communication skills.
• Proven experience and expertise in using workforce management tools, with a strong background in using the NICE inContact CXOne Workforce Engagement Management system.
• Proficiency in MS Office and Google Suites, with strong technical aptitude.
• Ability to address small to large groups of people with confidence.
• Positive working attitude and customer service-oriented mindset.
• Commitment to service and a flexible, can-do attitude to respond to business needs.
• Detail-oriented and able to multitask with strong administrative and organisational skills.
• Self-starter who is energetic, enthusiastic, and driven.
• Able to work independently and as part of a team.
• Strong analytical and problem-solving skills.

Please refer to job description.