Workforce Management Analyst (BPO) – Immediate Start

Great agents need great coaching, and this medical scheme call centre in Bellville wants you to provide it. It's the kind of job where doing the basics well every day gets you noticed.

The work is in Bellville, Western Cape, so you'll need a reliable way to get there every day. Start date: as soon as possible for the right person.

• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Manage absenteeism and hold return-to-work chats.
• Build rosters and forecast call volumes in the workforce tool.
• Watch real-time queues and move agents between skills when volumes spike.

• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage

• 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.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").