Real Time Analyst

We are pleased to offer an exciting opportunity for a proactive and analytical individual to join our team as a Real Time Analyst (RTA) within the Insource Department.

Reporting to the Workforce/Operations Team, this role is responsible for monitoring real-time performance, managing intraday operations, and ensuring optimal workforce utilization to meet service levels and operational targets.

To secure this role, it is essential that you are able to meet the following requirements:

Key responsibilities will include but will not be limited to:

• Monitor real-time queues, call volumes, and agent performance to ensure SLAs are met
• Manage intraday staffing, schedule adherence, and break optimisation
• Identify and respond to performance risks or service level breaches in real time
• Provide real-time direction and support to Operations Leaders to optimise performance
• Analyse trends and intraday data to recommend immediate and short-term adjustments
• Communicate real-time updates and performance insights to stakeholders
• Prepare and maintain intraday and daily performance reports
• Support workforce planning through forecast vs actual analysis
• Ensure effective use of systems, tools, and processes to maximise efficiency

To secure this opportunity you will need to be:

• Strong analytical and problem-solving skills
• Ability to work under pressure and make quick, informed decisions
• High level of attention to detail and accuracy
• Strong communication and stakeholder management skills
• Proactive, results-driven, and able to manage multiple priorities
• Experience in Real Time Analyst (RTA), Workforce Planning, or Operations support (added advantage)
• Understanding of contact centre metrics (SLA, AHT, shrinkage, occupancy, adherence)
• Proficiency in Excel and reporting tools
• Familiarity with workforce management systems (advantageous)

At RCL Services, we actively celebrate diversity across our workforce and are committed to providing inclusive and equal employment opportunities to all candidates. We encourage applications from culturally diverse backgrounds, people with disabilities, and all members of the LGBTQI+ community.

As part of this opportunity, you will also be expected to act as a role model, consistently demonstrating and promoting the values of RCL Services in your day-to-day work.

If you are ready to take the next step in your career and contribute to driving quality excellence, we encourage you to apply. To apply click on: Apply Now!