Job Description

Monitor real-time performance and contact center KPIs to ensure optimal service delivery. Manage service levels and workforce allocation dynamically throughout the day to meet operational demands. Identify operational risks and provide immediate solutions to mitigate potential disruptions. Adjust staffing plans in real-time to align with changing business demands and customer traffic patterns. Generate detailed performance reports and analyze trends to support data-driven decision-making. Collaborate closely with operations leaders to drive efficiency improvements and ensure SLA (Service Level Agreement) compliance. Escalate critical issues promptly to support business continuity and maintain high service standards.

Requirements

What We're Looking For - Experience as a Real-Time Analyst (RTA), Workforce Management Analyst, or similar role. - Strong analytical and problem-solving skills. - Knowledge of contact center metrics, service levels, and workforce management practices. - Experience with tools such as NICE, Verint, IEX, or similar WFM platforms. - Excellent communication and stakeholder management skills. - Ability to thrive in a fast-paced, data-driven environment.

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Source: AkiliBrain Jobs & Careers Intelligence — updated daily from employer portals across East Africa.