Performance Analyst

Hire Resolve; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A global leader in insurance is seeking a Real-Time Performance Specialist in Cape Town. The role involves real-time monitoring of call volume, agent performance, and incident management to ensure optimal service levels. Candidates should have experience in a call center, proficiency in workforce management systems, and strong analytical skills. The successful applicant will provide actionable insights to drive performance and optimize customer experience. Flexibility in working hours is required, including weekends and public holidays.

Qualifications

• Experience in a call/contact center environment is required, with real-time management experience preferred.
• Proficiency in workforce management systems.
• Strong knowledge of key call center KPIs and operational metrics.
• Excellent analytical and problem-solving skills with the ability to make quick, accurate decisions under pressure.
• Willingness to work shifts, including weekends and public holidays as needed.

Responsibilities

• Continuously monitor live call volumes and agent adherence across multi-channel platforms.
• Take immediate corrective action to maintain service levels.
• Act as the frontline responder to technical issues and fluctuations.
• Meetings & Reporting: Lead intraday operational meetings and maintain real-time intervention logs and escalations.
• Optimization: Provide real-time insights to improve efficiency and customer experience; support schedule optimisation by identifying trends.
• Compliance: Ensure adherence to internal policies, data protection standards, and regulatory requirements during live operations.

Skills

Analytical skills

Problem-solving skills

Ability to work under pressure

Attention to detail

Tools

NICE

Verint

IEX

Calabrio

Job description

Career Opportunity: Real-Time Performance Specialist

Are you an expert in Workforce Management (WFM) with a knack for making split-second decisions that stabilize operations? Do you thrive on monitoring live performance metrics across multi-channel contact centres?

Our client, a global leader in the Insurance sector, is seeking a meticulous Real-Time Performance Specialist to join their Operations team in Cape Town. This critical role is the frontline responder, ensuring the smooth and efficient operation of the contact centre by maintaining optimal service levels and agent productivity.

If you are skilled at translating real-time data into immediate, tactical action, this is your opportunity to customer experience!

Key Role Details

• Position: Real-Time Performance Specialist (Performance Analyst)

• Location: Cape Town, South Africa

• Career Level: Mid-Level (B)

• Salary: Highly Competitive Market-Related CTC Package

What You Will Be Doing (Key Responsibilities)

• Real-Time Monitoring: Continuously monitor live call volumes, agent adherence, shrinkage, and queue performance across multi-channel platforms (voice, chat, email).

• Tactical Action: Take immediate corrective action to maintain service levels, including skill reallocation, break adjustments, and recommending overtime or early release.

• Incident Management: Act as the frontline responder to fluctuations, system outages, or technical issues, coordinating with IT support to minimize disruption.

• Meetings & Reporting: Lead and facilitate Operational Intraday meetings to review performance and forecast alignment. Maintain accurate real-time logs of interventions and escalations

• Optimization: Provide real-time insights and recommendations to improve operational efficiency and customer experience. Support schedule optimisation by highlighting behavioural trends and intraday demand fluctuations.

• Compliance: Ensure compliance with internal policies, data protection standards, and regulatory requirements during live operations.

Minimum Requirements

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

• WFM Proficiency: Proficiency in workforce management systems (e.g., NICE, Verint, IEX, Calabrio, or similar).

• KPI Knowledge: Strong knowledge of key call centre KPIs (e.g., ASA, AHT, SL, Occupancy, Adherence) and operational metrics.

• Skills: Strong analytical and problem-solving skills with the ability to make quick, effective decisions under pressure. High attention to detail and accuracy in documentation.

• Availability: Flexibility to work shifts, weekends, and public holidays as required by a live operations environment.

How to Apply

If you are a results-focused, problem-solving professional ready to drive real-time performance in a global insurance operation in Cape Town:

• Send your comprehensive CV to the Hire Resolve team.

• Connect with Lidene Pienaar via LinkedIn today!

? Contact: [e-mail]
? Website: www.hireresolve.co.za
Reference: RTPSpecialist_CPT_2025