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Londiwe Masikane

@londiwemasikane1

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Real-time Workforce Management analyst optimizing SLAs, forecasting, and agent performance in contact centers.

South Africa

Message

What I'm looking for

I’m looking to deepen real-time workforce management, keep SLAs consistently met, and use SQL and advanced Excel to improve forecasting, data integrity, and operational efficiency in a fast-paced inbound sales contact center.

I’m a Detail-oriented Workforce Management professional with over 7 years of experience in high-pressure contact center environments, specializing in real-time analysis, service level management, and operational efficiency within inbound sales. I monitor real-time call volume and agent activity to ensure SLAs are met, analyze intra-day performance trends, and provide immediate corrective actions to floor management.

Across my roles, I’ve aligned staffing to forecasted volumes, delivered performance reporting on agent productivity and campaign health, and maintained high standards of data integrity for workforce management reporting. I’ve also supported the transition of technical workflows from manual processes to SQL-based data management to improve forecasting accuracy while enabling stronger operational decision-making.

Experience

Work history, roles, and key accomplishments

Current

Real Time Analyst

Current

Outworx

Dec 2024 - Present (1 year 6 months)

Monitored real-time call volume and agent activity to ensure SLAs were met, providing intra-day performance analysis and corrective actions to floor management. Managed schedules and adherence to optimize resource utilization during peak sales periods and supported data tracking improvements for better forecasting.

Monitoring SLA Management Workforce Scheduling Capacity Planning Call Volume Forecasting Forecasting

Real-Time Analyst

CCI Umhlanga

Apr 2022 - Nov 2024 (2 years 7 months)

Aligned staffing requirements with forecasted volumes in partnership with Account Planning Managers, and delivered performance reporting on agent productivity and campaign health. Identified and escalated technical issues affecting campaigns in real-time and maintained data integrity for workforce management reporting.

Workforce Management Service Level Management performance reporting Agent Productivity Analysis Data Integrity Forecast Alignment

Agent

CCI Umhlanga

Jun 2018 - Apr 2022 (3 years 10 months)

Exceeded sales and customer service targets in a high-volume inbound environment while supporting contact center operations. Applied knowledge of contact center metrics and floor dynamics to maintain strong performance in a fast-paced setting.

Inbound Sales Customer Service Performance Targeting Floor Dynamics Problem Solving