Live Contact Centre Performance Specialist

Collinson; Milnerton; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A global travel service provider is seeking a Real-Time Performance Specialist in Milnerton, South Africa. The role involves monitoring call volumes and agent productivity to maintain service levels in a dynamic contact center environment. The ideal candidate possesses strong analytical and problem-solving skills, excellent communication abilities, and experience in call/contact center operations. This position offers a chance to directly impact customer satisfaction and operational efficiency.

Qualifications

• Strong analytical and problem-solving skills with the ability to make quick, effective decisions under pressure.
• Excellent communication and interpersonal skills for engaging with agents, supervisors, and senior stakeholders.
• Previous experience in a call/contact centre environment (real-time management experience preferred).

Responsibilities

• Monitor real-time call volumes, agent adherence, and queue performance across multiple channels.
• Take immediate corrective action to maintain service levels, including skill reallocation and break adjustments.
• Lead and facilitate Operational Intraday meetings to review performance.

Skills

Analytical skills

Communication skills

Problem-solving skills

Attention to detail

Stakeholder management

Tools

Workforce management systems

Cloud-based contact centre platforms

Job description

A global travel service provider is seeking a Real-Time Performance Specialist in Milnerton, South Africa. The role involves monitoring call volumes and agent productivity to maintain service levels in a dynamic contact center environment. The ideal candidate possesses strong analytical and problem-solving skills, excellent communication abilities, and experience in call/contact center operations. This position offers a chance to directly impact customer satisfaction and operational efficiency.