WFM Real Time Analyst (747)
TeleperformanceCape Town, Western Cape, South Africa
Posted January 15, 2026
Full Time
About the Company
Teleperformance offers digitally-powered business services to support global brands and promote sustainable practices.
Job Description
The WFM Real Time Analyst will be responsible for analyzing account KPIs, call flow data, and real-time schedule efficiency measurements to support continuous service improvement. The role involves managing call volume, daily attendance, and program break schedules, ensuring real-time adherence to expected capacity against actual performance, and working closely with the operations team to analyze and improve delivery processes.
Requirements
- Excellent analytical, organizational, and communication skills
- Basic Excel skills
- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
- Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolution
- Working experience with tools such as IEX, Aspect, Calabrio or Omnichannel Contact Center Software, Forecasting / Workforce Management solutions
- Previous Work Force Management experience is considered an asset
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
