Role Purpose

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

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...