Intraday Workforce Management (WFM) Analyst | Cape Town

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?

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 adjustmentssuch as reassigning skills, modifying break schedules, or recommending overtimeto 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.