Scheduling / Real-Time Analyst (Pipeline)

Job Opportunity: Real-Time Analyst (WFM)

Location: Sandton or Rosebank, Johannesburg, South Africa

Reporting to: Senior Real-Time Analyst / WFM Manager

Hours: 24/7 (Including Public Holidays)

About Quantanite

Quantanite is a fast-growing global customer experience (CX) and outsourcing company partnering with some of the world’s most exciting brands. We help organisations transform and scale through smarter processes, innovative technology, and the perfect blend of automation and human intelligence.

With teams across four continents, we are ambitious, diverse, and driven by results. Our culture is collaborative, inclusive, and built on continuous growth. If you’re passionate about operational excellence and want to shape the future of CX, Quantanite is the place for you.

About the Role

We are looking for a highly driven Real-Time Analyst (RTA) to support our cross-geography operations hub. This is a critical, high-impact role at the heart of service delivery.

As an RTA, you will monitor and optimise intraday performance, ensure SLA and KPI adherence, and act as the real-time nerve centre for operations. You will work closely with Operations, WFM, Tech, and Client stakeholders to troubleshoot issues, respond to incidents, and continuously improve performance.

If you thrive in a fast-paced environment, love data, and enjoy making real-time decisions that move the needle—this role is for you.

Key Responsibilities

Real-Time Performance Management

• Monitor intraday performance across queues and channels to ensure SLA and KPI adherence.
• Identify, analyse, and escalate deviations from forecast, adherence gaps, and unplanned variances.
• Recommend real-time interventions to protect service levels and productivity.

Client & Operations Support

• Act as the real-time point of contact for Operations and Client stakeholders.
• Provide hourly, intraday, and end-of-day performance updates.
• Support client-specific SLA and KPI compliance through visibility and timely action.

Self-Service & Tool Enablement

Drive awareness and usage of WFM self-service tools (dashboards, adherence widgets, intraday planners).

• Gather feedback and contribute to continuous improvement of internal tools and reporting.
• Enable teams to interpret and use real-time data effectively.

Communication & Collaboration

• Maintain proactive, clear communication with Operations, WFM, Clients, and Support teams.
• Host regular syncs or updates with Team Leaders and WFM to highlight trends and actions.
• Prepare concise reports and escalation updates for leadership when required.

Incident Management

• Act as first responder for service-impacting incidents (e.g. system outages, volume spikes).
• Log, escalate, and track incidents with internal Tech and Client Support teams.
• Keep stakeholders informed throughout incident lifecycles and contribute to post-incident reviews.

✅ What We’re Looking For

Essential

• Previous experience in Workforce Management, Real-Time Analysis, or a related

operational role.

• Experience using WFM platforms (Assembled).
• Strong proficiency in Microsoft Excel and Google Sheets for reporting and data

analysis.

• Excellent organisational skills with strong attention to detail.
• Experience of attending Client calls and escalation.
• Strong verbal and written communication skills.
• Analytical mindset with the ability to make quick, data-driven decisions.
• Ability to multitask and perform effectively in a fast-paced, high-pressure

environment.

• Strong stakeholder management and collaboration skills.
• Professional proficiency in English.

Preferred

• Experience with business intelligence tools such as Power BI or Tableau.
• Strong problem-solving and critical thinking capabilities.
• Ability to work independently and take ownership of operational outcomes.
• Experience supporting multi-channel or multi-client contact centre environments.

What’s In It for You

• Benefits: Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.
• Training: Comprehensive technical and leadership training to support your growth.
• Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.
• Work Environment: A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.

At Quantanite, we invest in our people. Alongside your compensation, you’ll enjoy:

Your Future at Quantanite

You’ll receive a personalised development plan to support your long-term growth. As a rapidly expanding organisation, we offer real opportunities for progression, increased responsibility, and leadership development.

If you’re looking for a career with purpose, impact, and momentum—we’d love to hear from you.