💼 Full-Time Position

WFM- Real time Analyst

🏢
Teleperformance
📍 cape town, city of cape town metropolitan municipality, South-Africa
📍
Location
cape town, South-Africa
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Posted
June 11, 2026
⏰
Type
Full-Time
🎯

Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

Job Description

Overview

Job Overview

The Real-Time Analyst (RTA) is responsible for managing and monitoring real-time resource allocation in our contact center to meet forecasted call volumes while ensuring service level goals and efficiency targets. This role involves live monitoring, data analysis, and proactive problem-solving to optimize workforce efficiency and client satisfaction. Additionally, the role will evolve to incorporate Workforce Management (WFM) attributes, contributing to the broader planning and delivery lifecycle.

Qualifications

Qualifications and Experience

  • Minimum 18 months of tenure as an RTA (essential).
  • Experience within a BPO (essential).
  • Experience in workforce management or real-time monitoring within a contact center environment.
  • Matric equivalent qualification (essential).
  • Proven experience with tools like IEX, Aspect, Calabrio, or similar platforms (p...