Real Time Analyst Specialist

LOCATION:
Cape Town, ZA

JOB TYPE:
Full-Time

POSITION OVERVIEW:

Job Title: Real Time Analyst Specialist

Job Type: Full-Time

Location: Onsite, Pinelands - Cape Town

Hours: USA hours with weekend availability

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking a RTA Specialist who will be responsible for ensuring the efficient operation of the contact center by monitoring real-time performance, managing schedule adherence, and making intraday adjustments to meet service level agreements.

To be considered for this role, you must complete a full application on our company careers page.

POSITION RESPONSIBILITIES:

Key Responsibilities:

• Monitor call volume, agent availability, and performance metrics in real-time.
• Identify and respond to potential risks in service level adherence, such as high call volume or low agent occupancy.
• Monitor and ensure agent adherence to schedules, including start times, breaks, lunches, and end times.
• Address and report any discrepancies in agent adherence to supervisors and recommend corrective actions.
• Make real-time adjustments to staffing, including breaks, lunches, and shift changes based on call volume and agent availability.
• Manage and coordinate real-time changes such as unplanned absences, overtime requests, and schedule changes.
• Ensure service level agreements (SLAs) are met by making intraday adjustments and collaborating with team leaders.
• Generate and analyze real-time performance reports, including service levels, occupancy, and adherence, to identify trends and make data-driven decisions.
• Provide insights and recommendations based on real-time data to improve efficiency and effectiveness.
• Act as a liaison between the WFM team and Operations to communicate real-time issues and actions taken.
• Quickly identify, escalate, and resolve real-time issues impacting service levels.
• Utilize WFM tools, ACD (Automatic Call Distribution) systems, and other relevant software for real-time monitoring and reporting.
• Ensure all systems and tools are functioning correctly and report any issues promptly.
• Work closely with supervisors and team leaders to address discrepancies in agent adherence and recommend corrective actions when necessary.
• Participate in post-mortem analysis of performance issues and contribute to process improvement initiatives.
• Provide feedback to the WFM team to enhance forecasting and scheduling accuracy.

CANDIDATE QUALIFICATIONS:

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Grade 12 with entry level tertiary qualification, with combination of training.
• 2 years experience in a real-time analyst role or similar position in a contact center environment.
• Experience with WFM tools and contact center management systems.
• Strong analytical and problem-solving skills.
• Proficiency in WFM software, ACD systems, and MS Office (especially Excel).
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and make quick decisions.
• Strong attention to detail and accuracy in reporting.
• MUST be able to work onsite, USA hours with weekend availability.

CONDITIONS OF EMPLOYMENT:

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

COMPENSATION DETAILS:

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

PHYSICAL REQUIREMENTS:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION:

It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, of Human Resources.

DIVERSITY AND EQUALITY:

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY):

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowas Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCIs subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

DISCLAIMER:

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

---