Job Description

At Keen, we believe in more than just delivering services; we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're a partner in growth -- and that's where you fit in.



Role Overview

We are seeking a detail-oriented and proactive Real Time Analyst to join our Workforce Management (WFM) team. In this crucial role, you will monitor intra-day performance, manage workforce-related activities, and ensure efficient staffing levels to meet service level agreements (SLAs) across our multi-channel contact center operation supporting top-tier clients. This position is vital for optimizing real-time performance within our operations.



Key Responsibilities

Monitor real-time call volume and agent activity to ensure optimal adherence to staffing schedules. Identify potential service level risks and collaborate with the operations team to implement immediate corrective actions. Analyze real-time data to provide insights on trends and performance, facilitating adjustments to staffing as needed. Coordinate agent schedules and make necessary adjustments to accommodate unexpected changes in volume. Create and distribute daily performance reports to share insights on efficiency, occupancy, and adherence across teams. Collaborate closely with team leaders and management to ensure seamless operations and effective real-time decision-making. Support the ongoing development of WFM processes and best practices to enhance operational efficiency. Utilize WFM software tools to maintain accurate scheduling and reporting.

Requirements:

Qualifications

3 years of experience in Workforce Management or Real Time Analysis within a BPO or contact center environment. Strong analytical skills with proficiency in data analysis and reporting. Experience with WFM tools (e.g., NICE IEX, Verint, Genesys, etc.) and advanced Excel or Google Sheets skills. Understanding of key contact center metrics and best practices for service level management. Proactive problem-solving skills, with the ability to think on your feet and make decisions under pressure. Strong communication skills to collaborate effectively with team leaders and management. Detail-oriented with strong organizational skills to manage multiple priorities in a fast-paced environment. Ability to work flexible hours to accommodate business needs, including weekends or holidays as required.

Benefits:

What's In It for You

Competitive full-time compensation In-office collaboration with a growing ops and support team in Cape Town Transport and Medical allowances High visibility role directly impacting SLA, staffing, and CX performance Partner with global clients and influence workforce strategy in real time Birthday leave + professional development budget * Join a global team that values clarity, urgency, and operational excellence