WFM Service Delivery Analyst — Real-Time Scheduling Lead

Foundever; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Medical aid

Pension

Job summary

Foundever Cape Town seeks a seasoned WFM Service Delivery Analyst to optimize scheduling and staffing in our contact center. You will monitor real-time volumes, adjust shifts, and generate insights to improve service levels and customer satisfaction.

Join a collaborative team, work within a dynamic environment, and contribute to future staffing plans and continuous improvement initiatives.

Qualifications

• Previous workforce management experience is required.
• Higher education degree in mathematics or statistics preferred.
• Proficient in MS Office and scheduling tools.

Responsibilities

• Monitor real-time call volumes and adjust agent schedules.
• Produce morning, midday and end-of-day performance outlooks.
• Collaborate with Operations, Training and Quality Assurance.

Skills

WFM experience

Data analysis

MS Office

Education

Math/Statistics degree

Tools

Calabrio

IEX

Verint

Genesys

Job description

Foundever Cape Town seeks a seasoned WFM Service Delivery Analyst to optimize scheduling and staffing in our contact center. You will monitor real-time volumes, adjust shifts, and generate insights to improve service levels and customer satisfaction.

Join a collaborative team, work within a dynamic environment, and contribute to future staffing plans and continuous improvement initiatives.