Workforce Management Analyst (BPO) – Experienced

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Benoni. You don't need to be the loudest person in the room, just the one others can count on.

Location: Benoni, Gauteng. Applicants who already live in the area get looked at first. Weekend work is on a roster, so you won't be on every weekend.

• Run morning huddles and share yesterday's stats with your team.
• 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.
• 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.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.

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

• A coaching or facilitation certificate
• Labour relations basics from a short course
• COPC or similar contact centre standards exposure

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

• 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.