Workforce Management Analyst (BPO) – Permanent

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Fourways. It's the kind of job where doing the basics well every day gets you noticed.

This post is in Fourways (Gauteng). Please only apply if you can travel there daily. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.

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

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

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.