Workforce Management Analyst (BPO) – Experienced

Great agents need great coaching, and this bank customer experience unit in Cape Town CBD wants you to provide it. You don't need to be the loudest person in the room, just the one others can count on.

Home base is a bank customer experience unit on the Cape Town CBD side of Western Cape. There's a probation period of three months before the contract is confirmed.

• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.

• Flexible for shift cover across the week
• Know your way around contact centre metrics
• 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
• Written English good enough for client reports

• Workforce tools such as NICE, Verint or Genesys
• Labour relations basics from a short course

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.