Workforce Management Analyst (BPO)

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Brits. Bring a calm head on busy days and you'll be fine.

The work is in Brits, North West, so you'll need a reliable way to get there every day.

• Build rosters and forecast call volumes in the workforce tool.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.

• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts

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

• Medical aid and retirement fund contributions
• Management development programme
• Laptop and data for remote reporting days

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").