WFM Real-Time Analyst - Explora Experience Centre RTA

About Explora Journeys

Explora Journeys is a dynamic luxury European cruise brand rooted in Swiss hospitality and backed by the MSC Group’s extensive maritime heritage. With a growing fleet of luxury vessels and more on the way, the company is pioneering an unparalleled cruise experience targeted at discerning, next-generation travelers.

Role Overview

The WFM Real-Time Analyst monitors the daily workforce management activities of the global contact center, overseeing inbound, outbound, and digital customer interactions. This role is critical to ensuring service level compliance, optimizing staffing and resources, and quickly adapting to changes throughout the day while preserving the high standards synonymous with the Explora Journeys luxury guest experience. Based in the Johannesburg office, the analyst functions as the command center for workforce operations across multiple geographies and time zones.

Key Responsibilities

• Continuously track ACDs, queues, and digital platforms to maintain KPIs and service levels for all channels.
• Analyze call volumes, average handling times, staffing levels, and service delivery to identify performance deviations from forecasts.
• Implement intraday adjustments such as reallocating skills, managing overtime or voluntary time off, and balancing channel loads to sustain operational efficiency.
• Partner with Team Leaders and Operations Managers to adjust schedules, routing, and resources as needed.
• Handle unplanned circumstances such as absenteeism and system interruptions to protect service standards.
• Provide escalation guidance during disruptions, peak demands, or critical situations to minimize guest impact.
• Generate and deliver performance reports on an intraday, daily, and weekly basis including metrics like shrinkage, adherence, and service levels.
• Investigate root causes of forecast variances and suggest improvements for future planning.
• Collaborate with forecasting and scheduling teams to improve accuracy by highlighting trends and unexpected demand shifts.
• Utilize WFM software tools such as NICE IEX, Calabrio, Verint, Playvox, Genesys WFM, or equivalents to monitor and enhance real-time workforce management.
• Coordinate with technical teams to optimize call routing and digital interaction flows, ensuring technology supports operational and luxury service objectives.
• Manage intraday workforce adjustments across multiple regions and time zones while upholding the Explora Journeys luxury experience.
• Advocate for a balance between operational efficiency and exceptional guest service in all real-time workforce decisions.

Candidate Profile

• Established professional background within contact centers, guest services, workforce management, or related operations.
• Experience advancing through frontline, support, leadership, or planning roles into real-time workforce analysis.
• Proven expertise in live queue monitoring, staffing adherence, and real-time performance management across voice, email, chat, and messaging channels.
• Understanding of how immediate workforce decisions affect guest experience and service delivery.
• Experience collaborating with multiple teams including Team Leaders, Operations Managers, and Scheduling to address operational needs during the day.
• Exposure to multi-site or international contact center settings desirable.
• Proficiency with WFM platforms (e.g., NICE, Calabrio, Verint, Genesys) and strong analytical skills.
• Guest-focused mindset with capability to maintain luxury service quality while optimizing efficiency.

Additional Qualifications

• Minimum 2 years’ experience in workforce management emphasizing real-time operations in contact centers.
• Comprehensive understanding of key metrics such as average handle time, shrinkage, occupancy, adherence, and service levels.
• Knowledge of automatic call distribution, IVR, and routing strategies across multichannel contact centers.
• Advanced Excel competencies; familiarity with business intelligence or reporting tools is advantageous.
• Ability to work onsite at the Johannesburg office.

Core Competencies

• Decisiveness and agility in fast-paced, dynamic operational settings.
• Strong analytical thinking and detailed orientation for precise monitoring and reporting.
• Collaborative approach for cross-functional teamwork with operations, planning, and technology divisions.
• Guest-centric attitude balancing high service standards with operational demands.
• Problem-solving skills to anticipate risks and implement effective solutions.
• Global perspective sensitive to time zones, regional differences, and market specificities.
• Composure under pressure maintaining professionalism during high-demand periods.

About Working at Explora Journeys

At Explora Journeys, we are transforming luxury ocean travel by blending discovery, wellness, and environmental respect. We seek dedicated individuals passionate about pioneering new, immersive ways to explore the world’s most captivating destinations by sea. If you wish to embark on a remarkable career journey filled with unique opportunities, join us and start your journey to an Ocean State of Mind.