Monitor and manage real-time performance across Contact Centre and Back-Office operations to ensure adherence to schedules, SLA/TAT compliance, and operational stability. Act as the first line of defence for intraday deviations by executing timely interventions and communicating recovery plans to stakeholders.
Requirements
Qualification
Matric Certificate
Diploma in Operations Management or related field (Advantageous)
Experience
2 - 3 years experience in real-time monitoring or contact centre operations
Familiarity with WFM tools (Verint, NICE, Genesys) and ACD systems
Strong Excel skills; exposure to BI tools (Advantageous)
Skills
Real-time management principles and WFM tool functionality
Intraday reporting and variance analysis
Understanding of contact centre metrics (ASA, SL, adherence, occupancy)
Strong analytical and problem-solving skills
Excellent communication and stakeholder management skills
Ability to work in a fast-paced, high-pressure environment
Strong attention to detail and decision-making ability.
Duties & Responsibilities
INTERNAL PROCESS
Escalate real-time risks impacting service delivery in accordance with escalation procedures
Collaborate with Workforce Planning, Operations, and Scheduling teams to optimise staffing efficiency
Monitor queue health and agent availability across multiple channels where applicable
Support contingency planning during high-volume periods, outages, or business continuity events
Ensure real-time adherence to operational and workforce management policies
Real-Time Monitoring
Track interval-level performance against schedules and SLAs/TATs using WFM and ACD dashboards.
Monitor adherence, occupancy, and shrinkage; identify deviations and escalate as needed.
Detect volume spikes, backlog risks, and system outages; initiate recovery actions promptly.
Intraday Adjustments
Execute approved interventions: skill reallocation, OT triggers, off-phone activity adjustments, and break rescheduling.
Update WFM systems with intraday changes and maintain audit trails.
Communication
Provide timely alerts and status updates to Operations leadership during deviations.
Document and communicate recovery plans and expected impact on SLAs/TATs.
Reporting
Produce daily intraday performance summaries and variance reports.
Highlight root causes of deviations and recommend preventive measures.
Governance
Ensure compliance with schedule adherence policies and labour regulations.
Maintain accurate records of intraday decisions for audit and analysis.
PEOPLE
Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
Positively influence and manage change and offer specialist support where required.
Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
Take ownership for driving career development
CLIENT
Build and maintain relationships with clients and internal and external stakeholders
Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed
Make recommendations to improve client service and fair treatment of clients within area of responsibility
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery
Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes
FINANCE
Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
Identify solutions to enhance cost effectiveness and increase operational efficiency.
Implement and provide input into governance processes, systems and legislation within area of specialisation.
Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes
Provide input into the risk identification processes development and communicate recommendations in the appropriate forum."