Realtime Analyst (BPO)

TL;DR

Realtime Analyst (WFM): Monitoring real-time queues and managing intraday performance across voice and digital channels with an accent on service level (SL) maintenance and staff adherence. Focus on executing immediate corrective actions, managing volume spikes, and coordinating between WFM and Operations.

Location: Bridgepark Bridgeway Century City, Cape Town, South Africa

Company

hirify.global, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation serving more than 700 clients across various industries globally.

What you will do

• Monitor real-time queues (voice, chat, email) and track KPIs including Service Level (SL), ASA, AHT, and abandonment rates.
• Manage intraday performance by comparing actuals vs forecasts and executing corrective actions like skill reassignments and queue prioritization.
• Track agent schedule adherence and monitor planned vs unplanned shrinkage to flag deviations.
• Execute real-time decisions regarding overtime (OT), voluntary time off (VTO), and shift adjustments.
• Coordinate with Operations managers and Planning teams to communicate performance insights and risks.
• Maintain RTA trackers and publish intraday reports using Excel and WFM tools such as Verint, Genesys, or Aspect.

Requirements

• Graduate degree in any discipline.
• 2–4 years of experience in WFM (RTA/Intraday management).
• Mandatory experience in a BPO/contact center environment.
• Ability to work in a US Rotational Night Shift.
• Experience with multi-channel operations (voice & digital) is preferred.

Culture & Benefits

• Opportunity to work within a global organization with 65 delivery centers across 13 countries.
• Exposure to diverse industries including Banking, Healthcare, Insurance, and Logistics.
• Dynamic environment focused on AI-powered platforms and intelligent operations.