Real Time Administrator – Village 3, Johannesburg | Merchants Recruitment

Company: Merchants Recruitment (Recruiting Partner)
Location: Johannesburg, Gauteng
Contract Type: Permanent
Date Posted: 10 June 2025
Requisition ID: 4115

About the Company

Merchants Recruitment, a trusted partner in high-performance customer experience management, is recruiting for a Real Time Administrator role in Village 3, Johannesburg. Merchants is known for delivering industry-leading solutions in contact centre services, business process outsourcing, and operational efficiency. By combining skilled professionals and innovative technologies, the company supports global clients in meeting service level commitments and customer satisfaction targets.

This is a critical role suited for someone who thrives in a dynamic, real-time operations environment and has the drive to monitor, analyze, and influence workforce productivity through data and communication.

Role Overview

As the Real Time Administrator, you will play a pivotal role in maintaining workforce efficiency and ensuring adherence to scheduling guidelines. This includes closely monitoring daily operations, identifying real-time risks that impact service levels, and communicating adjustments that enhance overall team performance. You’ll be responsible for both adherence management and performance reporting, supporting the business to achieve consistent and optimal service delivery outcomes.

Key Responsibilities

1. Adherence Monitoring

• Continuously monitor agent attendance and daily absenteeism to ensure schedules are followed accurately

• Identify and communicate non-adherence instances and other out-of-line behaviors promptly to team leads and managers

• Detect and escalate any operational issues that may hinder the site’s ability to meet service level agreements

• Analyze skills-based performance and provide real-time improvement suggestions to maintain or enhance service levels

• Work collaboratively with operations managers to implement short-term fixes for attendance-related challenges

2. Reporting and Administration

• Accurately capture schedule exceptions and real-time data related to agent availability and performance

• Produce daily, weekly, and ad-hoc reports to assist various levels of management in decision-making

• Generate workforce management performance reports that reflect accurate data across operational departments

• Prepare and update absenteeism records, ensuring information is current, complete, and audit-ready

• Adjust real-time schedules where needed, based on dynamic changes and extra-time requirements in line with workforce planning strategies

Qualifications and Experience

• Matric certificate or an equivalent qualification is required

• A minimum of 2 years’ experience as a Call Centre Agent is essential

• Understanding and practical knowledge of ACD (Automatic Call Distributor) reporting systems

• Proficiency in Microsoft Excel (intermediate level), including the ability to work with data, filters, formulas, and basic dashboards

• Familiarity with workforce scheduling tools and contact centre environments will be an advantage

Skills and Competencies

• Strong attention to detail when monitoring schedules and compiling reports

• Excellent oral and written communication skills for real-time collaboration with managers and team leaders

• A solid customer service orientation to understand the end-user impact of workforce decisions

• Sound technical knowledge of workforce management software and data analysis tools

• Ability to work under pressure and in a shifted environment, including evenings, weekends, and holidays as required

• Problem-solving mindset and the agility to respond quickly to changes in staffing levels and queue performance

What the Company Offers

• Market-related salary and benefits package

• A supportive, dynamic, and professional working environment

• Exposure to enterprise-level workforce management systems and international contact centre standards

• Career development opportunities in workforce planning, operations, and business analytics

• Continuous training and development resources to support your growth in operational excellence and reporting

Equal Opportunity Statement

Merchants Recruitment is an equal opportunity employer and is committed to promoting diversity and inclusion within the workplace. All appointments are made based on merit and in line with the company’s transformation policies. Applicants from underrepresented groups are encouraged to apply.

How to Apply

Are you ready to take the next step in your career? Submit your application for the Real Time Administrator position by visiting the official Merchants careers portal or submitting your profile directly online. Ensure your CV clearly highlights your experience in contact centre operations, Excel proficiency, and any experience with ACD reporting.

Explore More Opportunities

• Browse other Operations Jobs in Johannesburg

• Discover more Permanent Contact Centre Roles in Gauteng

• View all open roles with Merchants Recruitment

Visit Jobs and Career Opportunities to find more real-time operations and workforce planning jobs across South Africa.

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