Real-Time Operations Performance Specialist

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.

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.

Skills

Analytical skills

Problem-solving skills

Ability to work under pressure

Attention to detail

Tools

NICE

Verint

IEX

Calabrio

Job description

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.