Product Manager
Weekday (YC W21)
Salary
💰 ZAR 30,000 per month
Job Level
JuniorMid-Level
About the role
- Location: Hybrid - South Africa, must be Cape Town-based
- Salary: R30000 per month
- Working Hours: 40 hours per week, spread across 5 days. Shifts are scheduled between 9:00am and 11:00pm, with coverage required for at least two weekends per month.
- Midnite is a next-generation betting platform built to bring fans closer to games through betting experiences.
- Role: Build global Workforce Management function; blend real-time monitoring, deep performance analysis, AI-driven tools, and proactive decision-making.
- Responsibilities: Monitor live queues, make tactical intraday adjustments, surface trends, influence decisions, drive continuous improvement across the business.
- Tasks: Real-time analysis, performance insights, scheduling & forecasting, reporting & trends, escalation management, collaboration with Planning/Forecasting/Operations, AI & automation setup/testing, champion agent experience.
- Success in 6 months: Trusted Performance Analyst, refined real-time practices, dashboards and reports, operations leaders rely on your analysis, AI WFM embedded, CSAT and agent satisfaction improve.
Requirements
- Proven Experience in workforce roles (Realtime, Performance, Scheduling, or Planning).
- Analytical Mindset: Comfortable interpreting complex data, spotting trends, and making recommendations.
- Realtime Agility: Capable of making confident intraday adjustments when the business needs it most.
- Strong Communicator: Able to deliver clear, concise insights and influence multiple stakeholders.
- Tech-Savvy & Curious: With exposure to WFM systems, reporting tools, and AI/automation solutions.
- Flexible & Resilient: Ready to work shifts across a 24/7/365 schedule, including weekends and holidays.
- Customer-Centric: Passionate about creating positive customer and agent experiences, not just chasing numbers.
- Minimum 2 years’ experience in a Workforce Management role (Realtime, Scheduling, or Planning).
- Experience in a contact centre or multi-channel environment (voice, chat, email, social).
- Proficiency with WFM platforms (e.g., NICE, Verint, Genesys, etc) and a strong aptitude for learning new tools.
- Demonstrated ability to work with reporting tools (Excel, Google Sheets, BI dashboards, Intercom, etc).
- Familiarity with AI or automation-driven WFM solutions is a strong advantage.
- Tertiary education in Business, Operations, or a related field preferred (but equivalent experience considered).
