Intraday Workforce Management (WFM) Analyst | Cape Town

The Recruitment Council; Cape Town; On-site; ZAR 200 000 - 300 000; 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

Are you a quick-thinking, analytical specialist who thrives in a fast-paced environment? Do you have a passion for ensuring seamless, high-performance customer service? Join a leading global company that enhances the travel and lifestyle experiences of over 400 million consumers through world-class services like airport experiences, loyalty, and insurance. Their client partners with major brands like Visa, Mastercard, and British Airways, and they’re known for their innovation in the industry. Their Insurance division is entering an exciting period of growth, and we need your expertise to optimise our contact centre operations.

The Intraday WFM Analyst plays a critical, frontline role in maintaining the smooth and efficient operation of our contact centre across all customer interaction channels. You will be the tactical decision-maker, responsible for maintaining optimal service levels, agent productivity, and grade of service targets through continuous, proactive monitoring.

Responsibilities

• Operational Command: Act as the frontline responder to fluctuations in call volume, staffing, and system performance. You’ll swiftly implement tactical adjustments—such as reassigning skills, modifying break schedules, or recommending overtime—to stabilize operations.
• Real-Time Monitoring: Continuously monitor call volumes, agent adherence, and queue performance across multiple channels, including voice, chat, and email.
• Collaboration & Leadership: Lead Intraday meetings to review performance and forecast alignment. You will be the key point of contact for Team Leaders and agents during live service hours, offering guidance and handling escalations.
• Process Improvement: Identify behavioral trends and demand fluctuations to support schedule optimisation and provide insights that improve operational efficiency and the customer experience.
• Incident Management: Monitor system outages and technical issues, coordinating with IT support to minimize disruption and ensure timely resolution.

Experience

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

Skills

• Strong analytical and problem-solving skills with the ability to make quick, effective decisions under pressure.

Technical Knowledge

• Proficiency in Workforce Management (WFM) systems (e.g., NICE, Verint, IEX, Calabrio, or similar).

Metrics Mastery

• Strong knowledge of key call centre KPIs like ASA, AHT, SL, Occupancy, and Adherence.

Flexibility

• You must be flexible to work shifts, weekends, and public holidays as required to meet business needs.