Job Description

About the Role

We are a high-volume Cape Town contact centre seeking a graduate-level Real-Time Operations Coordinator to support live call centre operations.

This role is designed as an entry point for graduates with relevant qualifications who want exposure to real-time operations, workforce management, and data-driven environments without requiring prior call centre or WFM experience.

The role focuses on monitoring, structured execution, and escalation under defined guidelines.
It is not an analyst or decision-making role.

What You Will Be Responsible For

Real-Time Operational Monitoring

Monitor live dashboards for call queues, service levels, and agent states Track adherence to schedules, breaks, and log-in/log-out times Maintain accurate real-time trackers using Excel or Google Sheets
Operational Communication

Issue pre-approved operational instructions to Team Leaders Support live interventions such as: Returning agents from break Pausing non-essential offline activities Supporting queue balancing Use scripted, policy-based language at all times
Escalation & Reporting

Identify operational risks early (queue spikes, adherence drops) Escalate issues to Workforce Management or Operations leadership Complete accurate end-of-shift operational reports

We welcome recent graduates or final-year students with qualifications in:

Operations Management Business Management / Business Administration Industrial Engineering Logistics or Supply Chain Applied Mathematics / Statistics Information Systems Data or Business Analytics Economics Management Science

Skills & Attributes We Look For

Strong attention to detail Comfortable working with numbers and dashboards Structured and process-driven mindset Calm under pressure Able to follow rules, scripts, and escalation protocols Confident communicating in a professional, neutral tone

Why This Role Is Ideal for Graduates

Real exposure to live operations and workforce management Structured environment with clear expectations Strong foundation for careers in: Workforce Management Operations Planning Analytics Contact Centre Management Clear progression opportunities for high performers

Career Development Path

0-6 months: Operational discipline, systems mastery, real-time control 6-12 months: Assisted analysis and exposure to intraday operations Future growth: Junior Real-Time Analyst or Operations Planning roles (performance-based)
Job Types: Permanent, Graduate

Pay: R8000,00 - R12500,00 per month

Application Question(s):

Why is it useful to score and rank leads instead of treating all leads the same? Optional answers, To increase call volume
1) To reduce reporting effort

2) To focus effort on higher-value or higher-probability outcomes

3) To simplify dialler configuration

4) To increase call volume

Which lead should generally be prioritised when resources are limited?
a)High probability, low value

b) Low probability, high value

c) High probability and high value

d) Random selection to be fair

Which Excel function would you most likely use to categories or score data based on rules? Optional answers:
A) SUM
B) IF,
B) VLOOKUP/XLOOKUP
C) COUNT

Your qualification is ?
Education:

Honours (Required)
Work Location: In person