Real-Time Workforce Analyst – Johannesburg

About the role

The Real‑Time Analyst will monitor and manage the day‑to‑day workforce operations of Explora Journeys’ global contact centre. Based in Johannesburg, you will ensure service‑level adherence across inbound, outbound and digital channels while maintaining the luxury guest experience standards of the brand.

Key responsibilities

• Monitor ACD queues and digital platforms in real time to meet KPIs and service levels.
• Track intraday performance against forecast, identify variances in call volume, handling time and staffing.
• Recommend and execute real‑time adjustments such as skill reassignments, overtime, voluntary time‑off and channel balancing.
• Collaborate with Team Leaders and Operations Managers to implement scheduling, routing and resource‑allocation changes.
• Manage day‑of exceptions including absenteeism, late arrivals and system issues.
• Produce intraday, daily and weekly reports on performance, shrinkage, adherence and service levels.
• Analyse root causes of forecast deviations and provide feedback to Forecasting and Scheduling teams.
• Leverage WFM tools (NICE IEX, Calabrio, Verint, Playvox, Genesys WFM) and work with ACD, IVR and routing teams to optimise call distribution and digital interaction flow.

Required profile

• Proven experience in workforce management or real‑time analysis within a contact‑centre environment.
• Strong analytical skills with the ability to interpret performance data and act quickly.
• Excellent collaboration skills to work with operations, team leaders and technology teams across multiple geographies.

Required skills

• NICE IEX
• Calabrio
• Verint
• Playvox
• Genesys WFM
• ACD and IVR platforms
• Call routing and distribution tools