Workforce Management Analyst (BPO)

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in Ballito. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

This post is in Ballito (KwaZulu-Natal). Please only apply if you can travel there daily.

• Report weekly on service level, AHT, CSAT and attrition.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Resolve formal complaints and draft replies for the ombud when needed.
• Listen to call recordings and score them on the quality form.

• Know your way around contact centre metrics
• Written English good enough for client reports
• Flexible for shift cover across the week
• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.