Workforce Management Analyst (BPO)

Great agents need great coaching, and this e-commerce support hub in Cape Town CBD wants you to provide it. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

You'll be based at an e-commerce support hub in Cape Town CBD. Living nearby, or on a taxi route to it, really helps.

• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Watch real-time queues and move agents between skills when volumes spike.
• 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.

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

• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

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

• 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").