Workforce Management Analyst (BPO) – Fixed-Term

At this e-commerce support hub in Durban Central, you'll turn call data into better service. Expect to be trusted with real work from your first week.

This post is Durban Central-based, with most of your time spent at an e-commerce support hub.

• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Listen to call recordings and score them on the quality form.
• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.

• You can give tough feedback kindly and follow through
• Written English good enough for client reports
• Know your way around contact centre metrics
• At least 2 years as an agent and 1 year coaching or supervising

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

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

• 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").