Explora Experience Centre RTA

Your Purpose

Explora Journeys is a vibrant, cosmopolitan European luxury brand, imagined in the heart of Swiss hospitality in Geneva. Leveraging the MSC Group’s hundreds of years of maritime expertise, our fleet of six luxury ships, with four currently in the pipeline, is being built and designed in a truly unique way. Explora Journeys is redefining the cruise experience and creating a category of its own, appealing to the next generation of luxury travellers.

The WFM Real-Time Analyst is responsible for monitoring and managing the day-to-day workforce operations of the Explora Journeys global contact centre. Covering inbound, outbound, and digital channels, this role ensures service level adherence, optimised staffing, and rapid response to intraday changes, while upholding the luxury guest experience standard expected of the Explora Journeys brand. The Real-Time Analyst acts as the “command centre” for workforce performance, proactively identifying variances, recommending adjustments, and partnering closely with Operations to maintain efficiency across multiple geographies and time zones.

This role is office-based at our Johannesburg Office.

Your Impact

Key Responsibilities

Real-Time Monitoring & Management

• Monitor ACDs, queues, and digital platforms in real time to ensure service levels and KPIs are achieved across inbound, outbound, and digital channels.
• Track and report on intraday performance against forecast, identifying variances in call volume, average handling time, staffing, and service delivery.
• Recommend and execute real-time adjustments, including skill reassignments, overtime, voluntary time off, and channel balancing, to maintain operational efficiency.

Intraday Performance Adjustments

• Collaborate with Team Leaders and Operations Managers to implement changes to scheduling, routing, and resource allocation where required.
• Manage day-of exceptions, including absenteeism, late arrivals, system issues, and other unplanned events impacting service levels.
• Provide guidance on escalation triggers to protect service delivery during disruptions, peak periods, or high-demand situations.

Analytics & Reporting

• Produce intraday, daily, and weekly reports on performance, shrinkage, adherence, and service levels.
• Analyse root causes of deviations from forecast and recommend corrective actions to support improved future planning.
• Provide feedback to Forecasting and Scheduling teams on patterns impacting accuracy, including unplanned events, seasonal shifts, and changes in demand.

Technology & Routing Strategy Support

• Leverage WFM tools such as NICE IEX, Calabrio, Verint, Playvox, Genesys WFM, or similar platforms to manage intraday performance.
• Work closely with ACD, IVR, and routing teams to optimise real-time call distribution and digital interaction flow.
• Ensure technology usage supports both operational efficiency and the luxury service delivery standards of Explora Journeys.

Global Coordination & Guest Experience

• Support multi-region operations by aligning intraday adjustments with different time zones, markets, and regional service needs.
• Partner with leadership to minimise guest impact during disruptions, ensuring that operational decisions continue to reflect luxury service standards.
• Act as an advocate for both operational efficiency and guest-centric outcomes in all real-time decisions.

Your Journey so far

The ideal candidate will have:

• Built their career within a contact centre, customer operations, reservations, guest experience, or workforce management environment.
• Progressed from a frontline, support, team leader, operations, or planning role into a real-time workforce management or analyst position.
• Hands-on experience monitoring live queues, service levels, staffing, adherence, and intraday performance.
• Experience supporting inbound, outbound, and digital channels such as voice, email, chat, messaging, or other online guest/customer platforms.
• A strong understanding of how real-time workforce decisions impact service delivery and the overall guest/customer experience.
• Experience working with Team Leaders, Operations Managers, Scheduling, Forecasting, and Planning teams to make day-of operational adjustments.
• Exposure to multi-site, multi-region, or international contact centre environments would be advantageous.
• Confidence using WFM, ACD, CRM, reporting, and analytics tools.
• Experience with systems such as NICE IEX, Calabrio, Verint, Playvox, Genesys WFM, or similar platforms would be beneficial.
• Strong analytical ability, attention to detail, and the ability to remain calm and solution-focused in a fast-moving environment.
• A guest-centric mindset, with the ability to balance operational efficiency with the luxury service standards of Explora Journeys.

Your Essentials

Additional Experience & Requirements

• 2+ years’ experience in Workforce Management, with a strong focus on real-time operations.

• Proven experience monitoring live contact centre performance, including queues, service levels, staffing, adherence, and intraday trends.

• Proficiency in WFM platforms such as NICE, Calabrio, Verint, Genesys, or similar systems.

• Strong understanding of key contact centre metrics, including AHT, service levels, shrinkage, adherence, and occupancy.

• Knowledge of ACD, IVR, and routing strategies across inbound, outbound, and digital channels.

• Experience working in multi-region or global contact centre environments would be highly advantageous.

• Strong Excel skills, with exposure to BI, reporting, or analytics tools considered an advantage.

• The ability to work in an office-based role from our Johannesburg Office.

Key Competencies

The successful candidate will demonstrate:

• Real-Time Agility – Ability to make quick, informed decisions in a fast-paced and changing environment.

• Analytical Thinking – Strong ability to interpret intraday data, identify trends, and act on insights.

• Attention to Detail – Accurate monitoring, reporting, and follow-through on service delivery requirements.

• Collaboration – Works effectively with Operations, WFM Planners, Team Leaders, and Technology teams.

• Guest-Centric Mindset – Balances operational efficiency with the Explora Journeys luxury service promise.

• Problem-Solving – Proactively identifies risks and applies practical solutions to minimise guest impact.

• Global Awareness – Understands time zone, regional, and market considerations in staffing and service delivery.

• Calm Under Pressure – Maintains focus and professionalism during disruptions, peak periods, and high-demand situations.