Workforce Management Analyst (BPO)

How2Apply Talent Network
Brackenfell, Western Cape
Full-time
Posted 4 days ago
Full-time Customer Service & Call Centre
R17 500 – R24 000/month
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Job Description

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Brackenfell. Bring a calm head on busy days and you'll be fine.

This post is Brackenfell-based, with most of your time spent at an offshore outsourcing centre. Weekend work is on a roster, so you won't be on every weekend.

What you'll actually do

  • Resolve formal complaints and draft replies for the ombud when needed.
  • Report weekly on service level, AHT, CSAT and attrition.
  • Run morning huddles and share yesterday's stats with your team.
  • Build rosters and forecast call volumes in the workforce tool.
  • Give one-on-one feedback with a clear action and a follow-up date.
  • Listen to call recordings and score them on the quality form.
  • Manage absenteeism and hold return-to-work chats.

Must-haves

  • Strong Excel: pivot tables, VLOOKUP and simple charts
  • You can give tough feedback kindly and follow through
  • Written English good enough for client reports
  • At least 2 years as an agent and 1 year coaching or supervising
  • Know your way around contact centre metrics
  • Matric, with a relevant diploma an advantage

What's in it for you

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

How to apply

  1. Check you meet the must-haves first; recruiters filter on those before anything else.
  2. Keep copies of these ready to send: two references, including a former manager plus a CV showing team size and results you managed.
  3. Fill in the short form below with your name and a phone number you actually answer.
  4. Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 8 working days.

How2Apply recruits for this position on behalf of hiring employers around Brackenfell; applications go into our talent pool and shortlisted candidates are introduced directly.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Before you hit apply

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

Interested in this role?

Apply in 2 minutes. No CV upload needed yet.

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Job details
SalaryR17 500 – R24 000/month
Job TypeFull-time
LocationBrackenfell, Western Cape
CategoryCustomer Service & Call Centre
Experience2+ years
Posted24 September 2026
Closing Date1 November 2026
How2Apply Talent Network
Recruiting for employers in Brackenfell

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