Intraday WFM Analyst: Real-Time Contact Center Optimizer

The Recruitment Council; Cape Town; On-site; ZAR 279,000 - 390,600; Full time

Job summary

A leading global company is seeking an Intraday WFM Analyst to optimise contact center operations. This role involves real-time monitoring, operational command, and collaboration with team leaders. Candidates should have experience in call centers and proficiency in WFM systems like NICE and Verint. Flexibility to work shifts and weekends is required. Join a team that enhances travel and lifestyle experiences for millions.

Qualifications

• Previous experience in a call/contact centre environment is required.
• Experience with multi-channel environments is a plus.
• Real-time management experience preferred.

Responsibilities

• Act as the frontline responder to fluctuations in call volume, staffing, and system performance.
• Continuously monitor call volumes, agent adherence, and queue performance.
• Lead Intraday meetings to review performance and forecast alignment.
• Identify behavioral trends and demand fluctuations to support schedule optimisation.
• Monitor system outages and technical issues, coordinating with IT support.

Skills

Strong analytical and problem-solving skills

Tools

NICE

Verint

IEX

Calabrio

Job description

A leading global company is seeking an Intraday WFM Analyst to optimise contact center operations. This role involves real-time monitoring, operational command, and collaboration with team leaders. Candidates should have experience in call centers and proficiency in WFM systems like NICE and Verint. Flexibility to work shifts and weekends is required. Join a team that enhances travel and lifestyle experiences for millions.