WFM Time Analyst
Job in
Cape Town, 7100, South Africa
Listing for:
Teleperformance
Full Time
position
Listed on 2026-03-04
Job specializations:
Job Description & How to Apply Below
Position: WFM Real Time Analyst (747)
Overview
In a call center, the responsibility for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level. This role supports the mechanisms to improve our contact center performance and client objectives. This role will also involve learning and demonstrating keys aspects in the planning & delivery Lifecyle and will be an evolving role that will inherit WFM attributes and objectives.
Qualifications
Demonstrate sound work ethic.Excellent analytical, organizational, and communication skills & Basic Excel skillsAbility to maintain composure in critical situations and communicate clearly with both internal and external stakeholdersDemonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutionWorking experience with tools such as IEX, Aspect, Calabrio or Omnichannel Contact Center Software, Forecasting / Workforce Management solutionsAttention to detail and high level of accuracyAbility to multi-task, focus and complete reports for extended periods of timePrevious Work Force Management experience is considered an assetMust have good time management with the ability to work with minimal supervision and under tight timelinesAble to communicate professionally - oral and writtenOrganized with the ability to quickly and effectively adapt to changeCapable of managing multiple, simultaneous projects12 Months tenure within the Teleperformance (Essential)Must have positive attendance within the last 12 months (Essential)Matric EquivalentMust be meeting current KPI’s consistently for 3 months + (Essential)Responsibilities
Analyze account KPI’s, call flow data and undertake analysis of real time schedule efficiency measurements to support continuous service improvement.Manage the call volume, daily attendance and program break schedulesAssure real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goalsWork closely with the operations team to analyze and help improve their delivery processesIntraday real time monitoring of service levels for all contact channels (call, e-mail and chat) and queues at multiple sites (omni
-channel)Produce daily, biweekly and monthly internal reportsCoordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectivesRecommend real-time schedule changes and identify efficiency opportunitiesMust be able to articulate the data and tell the Performance Story through insights, data and key indicators seen in the live day.Is able to articulate interval level insight based on service level impacts.Ensures that all reports originating from the department are accurate and reliable.Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.Stakeholder management is deemed a critical requirementFurther roles and responsibilities to be discussed during and post placement of successful candidate.
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