Workforce Management Analyst (BPO)

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.

• 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.

• 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

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

• 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.