Workforce Management Analyst (BPO) – Immediate Start

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in Alberton. It's a practical job: you'll see what you got done before you go home.

Home base is an offshore outsourcing centre on the Alberton side of Gauteng. Start date: as soon as possible for the right person.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Watch real-time queues and move agents between skills when volumes spike.
• Build rosters and forecast call volumes in the workforce tool.
• Run morning huddles and share yesterday's stats with your team.
• Report weekly on service level, AHT, CSAT and attrition.
• Give one-on-one feedback with a clear action and a follow-up date.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through
• Written English good enough for client reports
• Know your way around contact centre metrics

• Labour relations basics from a short course
• Workforce tools such as NICE, Verint or Genesys

• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions
• Management development programme
• Team performance bonus paid quarterly

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