💼 Full-Time Position

WFM Real Time Analyst

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Foundever
📍 Cape Town, Western Cape, South Africa
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Location
Cape Town, South Africa
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Posted
June 09, 2026
⏰
Type
Full-Time
🎯

Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

Job Description

WFM Real Time Analyst

WFM Real Time Analyst

Req ID#: 413686

Cape Town, South Africa, ZA, Cape Town,

Job Description:

Mission


The WFM Real-Time Analyst is responsible for actively monitoring and managing intraday performance across queues and agents to ensure alignment between actual performance and forecast plans. This role ensures optimal staffing levels throughout the day, enabling the contact center to consistently meet service level agreements (SLAs), key performance indicators (KPIs), and client expectations.

Real-Time Performance Monitoring & Management:

  • Continuously oversee and track live performance metrics, including schedule adherence, agent availability, and queue status, ensuring alignment with forecasted plans.

  • Proactively adjust staffing and resource allocation in real time to maintain service levels and meet client KPIs. 

    • Collaborate with...