Job Description

KingMakers is a proudly African company shaping the future of sports and iGaming entertainment across the continent.

Since 2018, we’ve been building platforms, including BetKing and SuperSportBet, that bring millions of fans closer to the excitement of play through technology, integrity, and innovation.

Operating across markets such as Nigeria and South Africa, we’re part of a new generation of African businesses redefining what quality, trust, and entertainment look like in our industry.

Our vision is clear: to be the home where Africa plays. At KingMakers, we move fast, stay curious, and hold ourselves to high standards of performance and accountability. We believe great products don’t just entertain — they build connection, opportunity, and pride across the communities we serve.

As a Real-Time Monitoring Analyst, you will play a critical role in ensuring operational performance across our customer service environment by monitoring real-time activity, driving workforce efficiency, and enabling exceptional customer experiences.

You will use data, trends, and operational insights to make fast, informed decisions that help the business meet service level commitments and optimise workforce performance. Working closely with Operations and Workforce Management teams, you will identify risks, respond to changing contact patterns, and support continuous improvement initiatives across the operation.

This role is ideal for someone who thrives in a fast-paced environment, enjoys solving complex operational challenges, and has a passion for using analytics to drive real business impact.

Requirements

• Manage the call volume, daily attendance and program break schedules. 
• Assist with creation of metrics and targets for services. 
• Work closely with the operations team to analyse and help improve their delivery processes. 
• Generate ideas for process and service improvement planning. 
• Produce daily, weekly and monthly internal reports. 
• Use trends and reports to forecast requirements. 
• Assist with projects and other duties as requested or assigned. 
• Enforce real time adherence in all Work Types and shifts within the scope of operation. 
• Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs. 
• Constant interaction with all stakeholders, reporting site performance; including but not limited to staffing compliance, skilling status, and outages. 
• Provide visibility and reporting capabilities of main SLAs and OKRs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion. 
• Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labour laws. 
• Appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment. 
• Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level. 
• Communicate changes to incoming contact patterns to operations and the broader WFM team. 

Qualifications & Experience

• Proven experience in work force management, preferably within a Contact Centre environment. 
• Demonstrated expertise in developing and managing WFM processes and standards. 
• Experience in analysing customer service metrics and implementing improvements. 
• Familiarity with CRM systems and quality management tools. 
• iGaming experience highly desirable. 

Skills, Knowledge & Abilities

• An inquisitive trendsetter – you are passionate about betting technologies of the future with “start-up” energy and drive. 
• Passionate about products – our business revolves around sport, technology and gaming 
• Have a Curious mind – you ask questions and look for solutions 
• An Operator – you enjoy getting your hands dirty solving real life complex situations. 
• An Analytical powerhouse – you are able to digest data from multiple sources and define a way forward. 
• A Confident professional: you thrive under pressure and can put order into chaos. 
• A Flexible colleague: you can easily adapt to different styles, working models. 
• A Creative mind: you are able to think outside the box, and don’t mind.

How You Do It – Our CROWNS, Our Values

At KingMakers, our CROWNS values aren’t posters on the wall — they’re how we work and win together:

• Customer First Build with and for our customers. Always deliver meaningful value.
• Raise the Bar Take initiative, own outcomes, and push for better every time.
• Operate with Candor Be open, clear, and constructive. Speak truth with kindness.
• We Build Together Collaborate, share the load, and succeed as a team.
• No Hesitation, Never Reckless Move boldly and responsibly. Own your risks.
• Speed & Iteration Act fast, learn fast, improve fast. Progress beats perfection.

Benefits

• Pension Fund (Liberty Life): Company-supported retirement plan with employer matching contributions.
• Medical Aid (Discovery Health): Company contribution towards your monthly medical cover premiums.
• Comprehensive Group Risk Cover: Includes life insurance, disability income protection, critical illness benefit, and funeral cover for you and eligible dependants, as per scheme rules.
• Performance Bonus: Discretionary bonus aligned with individual impact and overall contribution.
• Employee Wellness Programme (ICAS / October Health): Confidential counselling and holistic support services available to you and your immediate family.
• Annual Leave & Birthday Day Off: 20 working days of annual leave per year, plus one additional paid day off on your birthday.
• Parking: Complimentary company-supported parking at our office, providing easy access to a prime professional workspace.
  

*Eligibility for the discretionary bonus depends on the onboarding cycle and start date; employees joining after a certain point in the year may not be eligible for the 2026 cycle.

KingMakers is an equal opportunity employer committed to building diverse and inclusive teams that reflect the communities and markets we serve across Africa. In line with our commitment to diversity, equity and inclusion, we encourage applications from candidates of all backgrounds and identities as our commitment to creating an environment where everyone has the opportunity to thrive. In accordance with our Employment Equity goals, preference may be given to candidates from designated groups, where appropriate.