Intraday workforce management (wfm) analyst | cape town

Are you a quick-thinking, analytical specialist who thrives in a fast-paced environment? Do you have a passion for ensuring seamless, high-performance customer service? Join a leading global company that enhances the travel and lifestyle experiences of over 400 million consumers through world-class services like airport experiences, loyalty, and insurance. Their client partners with major brands like Visa, Mastercard, and British Airways, and they’re known for their innovation in the industry. Their Insurance division is entering an exciting period of growth, and we need your expertise to optimise our contact centre operations.

The Intraday WFM Analyst plays a critical, frontline role in maintaining the smooth and efficient operation of our contact centre across all customer interaction channels. You will be the tactical decision-maker, responsible for maintaining optimal service levels, agent productivity, and grade of service targets through continuous, proactive monitori...