Realtime Analyst

TL;DR

Realtime Analyst: Monitoring and analyzing real-time operational data to ensure service level targets are met with an accent on WFM tool utilization and proactive blocker identification. Focus on flagging non-adherence and maintaining performance metrics in a fast-paced environment.

Location: Durban, South Africa

Company

hirify.global is an Agentic AI-powered leader in intelligent operations and transformation, serving over 700 clients across 10 industries with a global workforce of over 66,000 employees.

What you will do

• Monitor and analyze real-time operational data to ensure service level and abandon rate targets are met.
• Communicate daily with operations teams and clients regarding performance metrics.
• Utilize WFM tools such as Calabrio and Amazon Connect to track adherence.
• Proactively identify and call out blockers that impact service delivery.
• Flag instances of non-adherence to established operational standards.

Requirements

• Matric qualification required.
• Minimum of one year of experience working as a Realtime Analyst (RTA) in a WFM environment.
• Strong analytical skills and proficiency in Excel.
• Ability to work effectively both independently and within a team.
• Capacity to perform in a fast-paced and high-pressure environment.