Careers at Symbos

Real Time Analyst

About the role
The Real-Time Analyst & Scheduler plays a critical role in ensuring the call centre operates efficiently through effective real-time monitoring, schedule management, and workforce allocation. This position ensures optimal staffing levels, adherence to service level agreements (SLAs), and real-time operational support to maintain performance across all queues and channels.
The RTA/Scheduler acts as the central communication point between Operations, HR, Training, and Leadership for all workforce-related activities.

Key responsibilities:
Real-Time Monitoring & Management
• Monitor intraday call volumes, agent availability, occupancy, and queue performance.
• Adjust staffing levels proactively through skilling, re-skilling, and break adjustments.
• Ensure real-time adherence (RTA) and take corrective action when deviations occur.
• Track and escalate system outages, spikes in call volume, and operational risks.
• Provide hourly and intraday performance updates to Operations and Leadership.
• Maintain visibility dashboards for SLA, AHT, Abandon Rate, and Staffing Variance.

Scheduling & Workforce Planning
• Create and manage agent schedules, rotations, and shift bids.
• Plan staffing requirements based on historical data, volume forecasts, and shrinkage.
• Coordinate planned activities such as meetings, coaching, training, and 1:1s.
• Review and approve schedule change requests (swap shifts, leave, swap breaks).
• Forecast short-term staffing needs and highlight gaps to management.

Reporting & Analytics
• Prepare daily, weekly, and monthly WFM reports (SLA, AHT, shrinkage, adherence).
• Analyse workforce metrics to identify patterns, trends, and optimization opportunities.
• Provide recommendations to improve productivity, adherence, and utilization.
• Track and report on absenteeism, lateness, attrition forecasting, and attendance.

Collaboration & Stakeholder Management
• Work closely with Operations Leaders to ensure staffing alignment with business needs.
• Coordinate with Training & Quality Assurance for new hire batches and upskilling.
• Liaise with HR for leaves, attendance, and policy-related matters.
• Support client-facing WFM updates when required.

System & Tool Management
• Maintain WFM tools (e.g., NICE, Verint, Genesys, Five9, Avaya, Cisco, Calabrio).
• Monitor ACD/IVR and contact routing configurations.
• Ensure data accuracy within scheduling and real-time platforms.

To be successful in this role, you will require:
Technical Skills
• Strong proficiency in WFM tools (NICE, Verint, Genesys, etc.).
• Advanced MS Excel and reporting skills.
• Ability to analyse data and make real-time decisions.
• Understanding of call centre KPIs: SLA, AHT, ASA, Occupancy, Shrinkage.

Behavioural Skills
• Excellent communication and stakeholder management.
• Strong decision-making under pressure.
• High attention to detail and accuracy.
• Ability to multitask in a fast-paced environment.
• Strong problem-solving and analytical mindset.

Qualifications & Experience
• 1–3 years of experience in a contact centre WFM, scheduling, or RTA role.
• Strong understanding of call centre operations.
• Certificate/Diploma/bachelor’s degree in business, IT, Mathematics, or related field (preferred but not mandatory).
• Experience with multi-channel environments (voice, email, chat) is an advantage.

Performance Indicators (KPIs)
• Service Level achievement
• Schedule adherence
• Forecast vs. actual variance
• Real-time decision response time
• Reporting accuracy and timeliness
• Shrinkage management effectiveness

At RCL Services we actively celebrate diversity across our workforce and we 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.

In addition, you will be considered a role model for the company values.

If you are ready to take the next step in your career, don’t miss this opportunity! To apply click: Apply Now!