Position: Real-Time Performance Specialist (Performance Analyst)

 Location: Cape Town, South Africa

 Career Level: Mid-Level (B)

Salary: Highly Competitive Market-Related CTC Package

 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.

 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.

Send your comprehensive CV to the Hire Resolve team.

Connect with Lidene Pienaar via LinkedIn today!

 Position: Real-Time Performance Specialist (Performance Analyst)

 Location: Cape Town, South Africa

 Career Level: Mid-Level (B)

Salary: Highly Competitive Market-Related CTC Package

 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.

 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.

Send your comprehensive CV to the Hire Resolve team.

Connect with Lidene Pienaar via LinkedIn today!

 Position: Real-Time Performance Specialist (Performance Analyst)

 Location: Cape Town, South Africa

 Career Level: Mid-Level (B)

Salary: Highly Competitive Market-Related CTC Package

 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.

 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.

Send your comprehensive CV to the Hire Resolve team.

Connect with Lidene Pienaar via LinkedIn today!

 Position: Real-Time Performance Specialist (Performance Analyst)

 Location: Cape Town, South Africa

 Career Level: Mid-Level (B)

Salary: Highly Competitive Market-Related CTC Package

 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.

 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.

Send your comprehensive CV to the Hire Resolve team.

Connect with Lidene Pienaar via LinkedIn today!

 Position: Real-Time Performance Specialist (Performance Analyst)

 Location: Cape Town, South Africa

 Career Level: Mid-Level (B)

Salary: Highly Competitive Market-Related CTC Package

 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.

 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.

Send your comprehensive CV to the Hire Resolve team.

Connect with Lidene Pienaar via LinkedIn today!