SA - RTA

UnifyCX is growing and looking for a RTA to join our motivated and ambitious team in South Africa!

What Will You Do?

Monitor

* Demand Patterns - Contact Volume, handle time per contact, Staff requirement for multi-vendor operations

* Supply Patterns – Shift Attendance, Staff Auxiliary Usage for planned and unplanned events on real time

* External factors influencing demand and supply patterns for program real time which includes and not limited to network uptime/downtime, system application uptime/downtime and Natural calamities at the location

Detect & Alert

* Understand the plan for execution for the business prior to business / shift start

* Analyze the parameters, detect deviations to the planned metrics assumptions

* Alert operational stakeholders responsible for execution on the operational floor

Notify

* Communicate to stakeholders on deviations to the plan with associated risk to business

* Identify resolution time and impact of deviation to operational execution and Service performance

* Seek support from Management/operational stakeholders and communicate to Customer Success & Client POC Teams within TAT defined / Real Time

Engage & Escalate

* For recurrent/high impact issues real time, engage with unifyCX operational stakeholders

* Seek support/guidance from leadership teams within unifyCX WFM and Operations

* Timely update on the progress / resolutions to the deviations on the planned assumptions

Resolve

* Track and communicate roadblocks/deviations to parameter assumptions till permanent resolution

* Monitor consistency of the impact on Service performance.

* Summarize closure and communicate resolution and further findings to external and internal stakeholders along with the business summary for the business period

Coordinate And Execute

* Real Time De-skilling / Skilling of resources basis volume demand

* Planned/unplanned trainings Real Time to meet stakeholder requirements meeting SLA / line adherence requirements for the program

Who are you?

* Graduate in any discipline

* 1 to 3 years of experience in outsourcing and Customer experience industry

* Good Mathematical ability to identify co-relation between numbers and corresponding impact to Business.

* Ability to create reports in spreadsheets (MS Excel, Google Spreadsheets)

* Ability to multi-task, actively engage multiple stakeholders on real time

* Self-disciplined to monitor and drive Adherence to staff plans on the operation floor

* Good with Oral and Written communication skills

Who We Are?

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.