Workforce Management Analyst (BPO)

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Cape Town CBD. It's the kind of job where doing the basics well every day gets you noticed.

The site is in Cape Town CBD; early starts mean public transport timing matters, so check your route before applying. You'll start with a short induction before working on your own.

• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Listen to call recordings and score them on the quality form.
• Watch real-time queues and move agents between skills when volumes spike.

• Flexible for shift cover across the week
• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts

• Laptop and data for remote reporting days
• Management development programme
• Medical aid and retirement fund contributions
• 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.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.