Gathers data, analyses and reports on diverse aspects of customer service operations; facilitates interfaces between customer service staff and automated systems
Job title:
Real Time Analyst
Job Description:
Real Time Analyst
As a Real Time Analyst, you will be tasked with managing the delivery of efficiency and effectiveness across all departments / accounts within remit, helping the operational business to flag issues / patterns / opportunities relating to performance and achievement against SLAs/KPIs.
The role will focus on day-to-day issue identification and resolution, actively using available management information and insight to drive improvement. Alongside performance improvement it is also imperative that the role be a positive and supportive intervention to ensure that FTE is operating at an optimum level.
Key responsibilities:
- Effective management of work queues, across all customer channels
- Drive operational activity & performance
- Drive Intraday/real-time issue resolution and planning
- Identify & escalate issues around shift & schedule adherence
- Review, analyse, and report on various elements of planning & performance
- Liaise and interact with operational managers and other core account stakeholders in a collaborative manner, agreeing correct course of action to deliver achievement of SLAs.
- Where required, act as a support mechanism and link in with offshore teams and peers in order to deliver a collective & comprehensive planning approach.
- Track and manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
- Provide performance updates and commentary to stakeholders throughout the working day and week.
- Complete ad-hoc staffing & scheduling amendments.
- Action authorised off the phone activity, shift changes, break & lunch amendments etc.
- Deliver Intraday reforecasts via use of relevant systems such as Aspect eWFM, assessing the impact on performance delivery, highlighting risks and opportunities.
- Maintain service level log / Incident reports to enable understanding of any variances to SLA and forecasted workload.
- Complete on-day & short-term reforecasts for all channels including full schedule optimisation.
- Create, develop, and deliver analysis to a wide range of stakeholders, ensuring high levels of communication & interaction.
- Ensure findings from real time analysis are fed through to the end to end planning process. Develop skills and expand knowledge across the wider planning team activities in support of this.
- Challenge and improve ways of working, highlighting non value-add activities, in order to drive efficiency, resulting in cost savings through reduction in FTE.
- Attend & contribute to relevant meetings with stakeholders across Planning, Operations, Support Teams, and Clients.
Client Services
May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered.
Implementation of Guidance and Policy
- Implements, maintains and manages the cascading of all relevant Capita policies & procedures to team members
- Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site
CAPITA VALUES
Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.
Professional know-how:
Academic:
Grade 12 / Matric
Minimum Experience:
- 3 years’ experience within the BPO sector
- Realtime Management and Workforce management understanding
- Strong reporting and Microsoft Excel skills
Key Competencies
Skills and Abilities: (what must I be able to do / display):
- Great technical ability, particular with WFM systems (e.g. Aspect & CMS) and MS Excel
- Adaptability of approach – flexibility with a desire to achieve goals
- Excellent problem solving
- Good knowledge of workforce management processes and principles
- Strong numerical background
- Strong proactive approach to work, with a can-do attitude
- Ability to build relationships and networks at all levels
- Great communicator, with excellent interpersonal ability
- Excellent planning, organisational and analytical skills
- Good commercial awareness
- Excellent attention to detail
- Ability to demonstrate results to reflect quality and timely delivery
- Good understanding of call centre type statistics and systems
- Independence – required to work on own initiative and without supervision, expected to act independently
- Teamwork – required to integrate and work collaboratively within the planning team.
Management/Supervisory Responsibility:
This role does not have a supervisory responsibility
About us
Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.
We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.
Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.
Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities, and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser, and a spa.
What’s in it for you?
- Competitive Basic salary
- Medical Aid
- Provident fund, Group life, funeral, and disability benefit
- Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
- Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
- Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
- Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
- International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
- Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.
What we hope you’ll do next
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.
What will happen next?
- Your application will be reviewed.
- If your application is successful, you will be invited to an interview with a member of the recruitment team.
IMPORTANT
The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.
Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.
Attach your most recent CV indicative of the criteria as advertised.
Ad to expire: Midnight 10 November 2025
No late applications will be considered.
Location:
Cape Town
,
South Africa
Time Type:
Full time
Contract Type:
Permanent