Workforce Management Analyst (BPO)

This is the next step up from the phones: running numbers and people at an insurance contact centre in Epping. This is a good step for someone who wants proper routine and a manager who notices good work.

The work is in Epping, Western Cape, so you'll need a reliable way to get there every day. Shifts rotate, so you'll need to be flexible about days and nights.

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

• Written English good enough for client reports
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through

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

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

• 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").