The Real-Time Analyst Summary of Dutie s: As a Real Time Analyst, you will work closely with Operations, to help monitor Incoming volumes In Queues, report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance. KEY RESPONSIBILITIES: 110% floor work Ensuring all agents are doing what is required Manage the call volume, daily attendance and program break schedules Assist with creation if metrics and targets for services Meeting clients basic requirements achieving SL Hourly reporting Provide visibility and reporting capabilities of main SLAs and KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion. Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs S kills and Experience: Know-how in managing real time adherence in different line of business in a multi-skill environment simultaneously ( shrinkage, outages, under / overstaffing etc. ) Minimum Matric/related NQF essential Experience in client product support Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email Ability to create reports in Excel and forecast results Excellent communication skills Requirements and Personal Attributes: Must have transport to work flexible shifts Must be working from office Must be friendly and professional with a positive attitude Organized with the ability to quickly and effectively adapt to change Excellent attendance record Able to communicate professionally – oral and written Proactive and able to take decisions based on real time situation Required Qualification : Completed Matric or equivalent

Payjoy : Rta (Real Time Analyst) position available in North Johannesburg, Bryanston. This job position was posted by . The job has been posted on 2025-02-06 in the Admin Clerical Secretarial category