About the Role
Behind every great customer experience is a well-orchestrated operation.As a Real Time Analyst, you are the nerve centre of the Contact Centre — monitoring live performance, anticipating pressure points, and making real-time decisions that protect service levels, efficiency, and customer satisfaction. You work where data meets action, ensuring the right people are in the right place at the right time.This role is perfect for someone who thrives in fast-paced environments, enjoys analysing patterns as they happen, and has the confidence to influence operational decisions in real time.
Your Mission
To actively monitor and manage real-time contact centre performance, ensuring service levels are achieved through proactive workforce decisions, clear communication, and insightful reporting.
What You’ll Be Doing
Real-Time Monitoring & Decision-Making
- Monitor live queues, volumes, and service levels across all contact centre channels.
- Track agent adherence, occupancy, shrinkage, and performance against schedules.
- Drive real-time adherence by aligning expected capacity with actual performance.
- Identify risks early and take corrective action to protect SLAs and customer experience.
Communication & Stakeholder Engagement
- Communicate live volume trends, risks, and changes to Contact Centre leadership and teams.
- Call out intraday adjustments and support routing or skill changes when required.
- Build strong working relationships with team leaders and operational stakeholders.
Workforce & Operational Support
- Support the Workforce Manager with intraday management and workforce initiatives.
- Assist with routing changes, special projects, and operational interventions.
- Take ownership of assigned workforce-related tasks and improvement initiatives.
Reporting, Analysis & Insight
- Compile daily, weekly, and monthly performance reports.
- Analyse adherence, shrinkage, occupancy, and efficiency metrics.
- Provide actionable recommendations to reduce overheads and improve customer experience.
Professional Development & Accountability
- Monitor and manage personal performance targets.
- Attend KPI, performance, and feedback sessions.
- Complete required compliance, refresher training, and development activities.
What You Bring
Qualifications
- Grade 12 or equivalent (Essential)
- Degree or Diploma (Advantageous)
Experience
- 1–2 years’ Contact Centre experience (Essential)
- Exposure to Financial Services, Fintech, or Sales environments (Advantageous)
Technical Knowledge & Skills
- Workforce Management tools (Advanced)
- Forecasting and schedule interpretation (Advanced)
- Real-time adherence and intraday decision-making (Advanced)
- Performance analysis and contact centre metrics (Advanced)
- Strong typing, computer, and reporting skills
Core Competencies
- Strong decision-making and problem-solving ability
- High attention to detail and analytical thinking
- Excellent verbal and written communication
- Time management and adaptability under pressure
- Team collaboration and active listening
I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!
Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS
