Jobs at KEEN

Analyze contact center metrics (AHT, FCR, CSAT, SLA, productivity), build dashboards, identify performance gaps, conduct root-cause analysis, support forecasting and workforce planning, document requirements, and present data-driven recommendations to stakeholders to drive operational improvements.

Own and develop Shopify storefronts and integrations, customize themes with Liquid/JS/HTML/CSS, optimize performance and SEO, run CRO experiments, manage third-party apps and product data, troubleshoot issues, and collaborate with e-commerce and client teams to drive growth.

Lead the creative department’s day-to-day operations, manage resource planning and project delivery, coach and develop creatives, serve as primary client contact, improve workflows, oversee internal marketing, and collaborate with leadership on strategic growth and scaling.

Lead full-cycle recruitment (inbound and outbound), source candidates, partner with hiring managers, optimise ATS (Workable), build sourcing and employer-brand strategies for Cape Town, produce recruitment reporting, and ensure labour-law compliant hiring practices.

Own forecasting, scheduling, staffing, and real-time management for multi-channel support programs. Build workforce models, create schedules, monitor intraday performance, produce WFM reporting, identify staffing risks, and partner cross-functionally to support launches and scale operations.

Lead 24/7 BPO customer experience and service operations: design processes, build teams, manage client relationships, monitor KPIs, ensure compliance, manage budgets, recruit and coach staff to scale global CX delivery.