Performance Analyst at Hire Resolve

• 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.