Workforce Management Analyst (BPO) – Fixed-Term

At this bank customer experience unit in Epping, you'll turn call data into better service. If you turn up on time and finish what you start, you'll fit in quickly.

The site is in Epping; early starts mean public transport timing matters, so check your route before applying.

• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Report weekly on service level, AHT, CSAT and attrition.

• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics

• Management development programme
• Laptop and data for remote reporting days
• 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.