Workforce Management Analyst (BPO)

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in Durban Central. It's the kind of job where doing the basics well every day gets you noticed.

The work is in Durban Central, KwaZulu-Natal, so you'll need a reliable way to get there every day.

• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.

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

• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

• Medical aid and retirement fund contributions
• Team performance bonus paid quarterly
• Management development programme

• 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").