Workforce Management Analyst (BPO)

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Fourways. This is a good step for someone who wants proper routine and a manager who notices good work.

This post is in Fourways (Gauteng). Please only apply if you can travel there daily. You'll start with a short induction before working on your own.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.

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

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

• Team performance bonus paid quarterly
• Laptop and data for remote reporting days
• Management development programme
• 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").