Type your keywords in the search box above

Real Time Analyst




Cape Town CBD


Full Circle Contact Centre Services (PTY) LTD

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to designated groups.

as a Real Time Analyst you will be tasked with managing the Intra-day performance of the contact centres. Coordinating resource movement and offline activities across the business in order to ensure that 80% of our customer calls are answered within 20 seconds of being presented from the IVR.

Leadership and Supervision

  • Real Time management and analysis of Inbound Telephony and Correspondence service levels and productivity and acting to ensure service levels are met
  • Maximise call centre performance through effective optimisation and real-time scheduling of individual and team resource/activities
  • Plan and communicate offline activities whilst ensuring a minimum impact to the business
  • Analyse and identify potential issues before they occur and make the necessary recommendations to improve resources e.g. shift patterns, optimisation, reducing shrinkage
  • Communicate all performance impacts and achievements to the Operation
  • Negotiate and challenge adherence to schedules and productivity with Managers at agent, team and department level
  • Identify individual, team and site productivity trends and communicate to Managers e.g. coaching, off phone shrinkage, AHT

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

  • Strong communication skills
  • Strong prioritisation skills
  • Excellent Team Player
  • Good understanding of SLAs and business focus
  • Strong numerical, analytical and problem-solving abilities
  • Excellent timekeeping and punctuality
  • Working with people
  • Relating and networking
  • Persuading and influencing
  • Creating and Innovation
  • Coping with pressures and setbacks
  • Achieving personal work goals and objectives
  • Ability to work autonomously
  • Results orientation / Accountability
  • Analysis & Problem Solving
  • Customer Service Orientation
  • Communication / Interpersonal Skills Team Work
  • Attention to detail
  • Resilience / Adaptability
  • Speed to Action


Call Centre

Job Type: 


Date Posted: