Job Summary
Career Opportunity: Real-Time Performance Specialist
Are you an expert in Workforce Management (WFM) with a knack for making split-second decisions that stabilize operations? Do you thrive on monitoring live performance metrics across multi-channel contact centres?
Our client, a global leader in the Insurance sector, is seeking a meticulous Real-Time Performance Specialist to join their Operations team in Cape Town. This critical role is the frontline responder, ensuring the smooth and efficient operation of the contact centre by maintaining optimal service levels and agent productivity.
If you are skilled at translating real-time data into immediate, tactical action, this is your opportunity to drive efficiency and enhance the customer experience!
Key Role Details
Position: Real-Time Performance Specialist (Performance Analyst)
Location: Cape Town, South Africa
Career Level: Mid-Level (B)
Salary: Highly Competitive Market-Related CTC Package
What You Will Be Doing (Key Responsibilities)
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.
Minimum Requirements
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.
How to Apply
If you are a results-focused, problem-solving professional ready to drive real-time performance in a global insurance operation in Cape Town:
Send your comprehensive CV to the Hire Resolve team.
Connect with Lidene Pienaar via LinkedIn today!
? Contact: financialcareers@hireresolve.za.com
? Website: www.hireresolve.co.za
Reference: RTPSpecialist_CPT_2025
About
Specialists in Civil, Structural, Mechanical Engineering, Information Technology, Mining, Manufacturing and Finance Careers! Hire Resolve is one of the larger and more agile South African recruitment companies that focus on placing professionals and skilled people in permanent employment and contract employment. We prefer and focus on working with top quality professionals and candidates in South Africa and Africa. Hire Resolve has successfully placed Engineering, Mining, IT, Manufacturing and Finance professionals with top firms across the Western Cape, Eastern Cape, KwaZulu Natal, Gauteng and in Africa. Hire Resolve has assisted candidates to find jobs at over 100 JSE listed companies of which many are global companies with offices and operations in South Africa and Africa. It is for this reason that we are well respected in the industries we operate in and in the recruitment industry.
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