Workforce Management Analyst (BPO)

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Alberton. It suits someone who likes knowing exactly what a good day's work looks like.

You'll report in Alberton. Relocation is not covered for this one.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Give one-on-one feedback with a clear action and a follow-up date.
• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.
• Watch real-time queues and move agents between skills when volumes spike.
• Listen to call recordings and score them on the quality form.

• You can give tough feedback kindly and follow through
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• At least 2 years as an agent and 1 year coaching or supervising

• Team performance bonus paid quarterly
• Management development programme
• Laptop and data for remote reporting days

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.