Workforce Management Analyst (BPO) – Experienced

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Benoni. Good for someone who wants to build a solid track record they can put on their CV.

The work is in Benoni, Gauteng, so you'll need a reliable way to get there every day. 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.
• Report weekly on service level, AHT, CSAT and attrition.
• 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.
• Watch real-time queues and move agents between skills when volumes spike.

• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Know your way around contact centre metrics
• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through

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

• Laptop and data for remote reporting days
• 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").