Job Description

Location: Hybrid - South Africa, must be Cape Town-based
Salary: R30000 per month
Working Hours: 40 hours per week, spread across 5 days. Shifts are scheduled between 9:00am and 11:00pm, with coverage required for at least two weekends per month.
Why Midnite?
Midnite is a next-generation betting platform that is built for today's fandom. We are a collective of engineers and designers who all share a passion for sports and gaming. We exist to bring fans closer to the games they love through the rush of winning money.
Unlike the alternatives, Midnite doesn't feel like a website built two decades ago. Instead, it's a cutting-edge creation, designed and constructed from the ground up with the latest technologies. Crafting an experience that's truly intuitive, immersive, and immediately understandable is no walk in the park, but we thrive on the challenge. We believe we're on the brink of creating something truly awesome.
Why This Role Matters
We're building a world-class Workforce Management function from the ground up. As our Performance Analyst, you'll go beyond traditional reporting, blending real-time monitoring, deep performance analysis, and actionable insights to help us deliver seamless customer experiences. This is a unique opportunity to shape how we manage operations, harness AI-driven tools, and evolve from reactive firefighting into proactive, data-powered decision-making.
About the role
As a Performance Analyst, you'll act as the bridge between real-time operational control and long-term workforce strategy. While a key part of your role will involve real-time analysis, monitoring live queues and making immediate tactical adjustments, you'll also be responsible for surfacing trends, influencing decisions, and driving continuous improvement across the business. Your work ensures that both our agents and our customers get the very best experience, every time.
What We're Looking For
We want a sharp, proactive analyst who thrives in both fast-paced decision-making and a deeper performance evaluation:

• Proven Experience in workforce roles (Realtime, Performance, Scheduling, or Planning).
• Analytical Mindset: Comfortable interpreting complex data, spotting trends, and making recommendations.
• Realtime Agility: Capable of making confident intraday adjustments when the business needs it most.
• Strong Communicator: Able to deliver clear, concise insights and influence multiple stakeholders.
• Tech-Savvy & Curious: With exposure to WFM systems, reporting tools, and AI/automation solutions.
• Flexible & Resilient: Ready to work shifts across a 24/7/365 schedule, including weekends and holidays.
• Customer-Centric: Passionate about creating positive customer and agent experiences, not just chasing numbers.

What You'll Do

• Real-Time Analysis: Monitor live operations, making tactical adjustments to schedules, skilling, and workflows to maintain SLAs and service stability.
• Performance Insights: Analyse operational performance data (productivity, adherence, shrinkage, SL, AHT, CSAT) and identify opportunities for improvement.
• Scheduling & Forecasting: Support short/mid-term scheduling activities and volume forecasting, ensuring staffing plans align with demand patterns, business goals, and service level expectations.
• Reporting & Trends: Build and deliver reports that highlight anomalies, trends, and actionable recommendations for Operations and Leadership.
• Escalation Management: Spot and escalate service-impacting issues quickly, ensuring timely resolution.
• Collaboration: Work closely with Planning, Forecasting, and Operations teams to align short-term adjustments with long-term strategy.
• AI & Automation: Partner with AI-powered WFM tools, assisting in setup, testing, and refinement to maximise automation and predictive capabilities.
• Agent Experience: Balance productivity metrics with meaningful customer interactions, championing both efficiency and quality.

What Success Looks Like (First 6 Months)

• You've established yourself as a trusted Performance Analyst, the go-to person for both real-time support and data-driven insights.
• You've refined real-time practices that keep operations stable, while also building dashboards and reports that uncover longer-term opportunities.
• Operations leaders rely on your analysis to guide staffing, skilling, and performance strategies.
• AI WFM tools are embedded in daily operations, with your input shaping their effectiveness.
• CSAT scores and agent satisfaction are climbing, thanks to your ability to balance tactical control with strategic foresight.

Desired Qualifications & Experience

• Minimum 2 years' experience in a Workforce Management role (Realtime, Scheduling, or Planning).
• Experience in a contact centre or multi-channel environment (voice, chat, email, social).
• Proficiency with WFM platforms (e.g., NICE, Verint, Genesys, etc) and a strong aptitude for learning new tools.
• Demonstrated ability to work with reporting tools (Excel, Google Sheets, BI dashboards, Intercom, etc).
• Familiarity with AI or automation-driven WFM solutions is a strong advantage.
• Tertiary education in Business, Operations, or a related field preferred (but equivalent experience considered).

Working with us

• You'll have a key role in which you'll be integral to our company culture and help shape the direction.

• Join our frequent company-wide gatherings and game nights that draw our community closer together.
• Enjoy 33 paid holidays a year.

At Midnite, we're committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders.
We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.

Skills Required