Workforce Management Analyst (BPO) – Experienced

Great agents need great coaching, and this e-commerce support hub in Fourways wants you to provide it. It suits someone who likes knowing exactly what a good day's work looks like.

The site is in Fourways; early starts mean public transport timing matters, so check your route before applying. Start date: as soon as possible for the right person.

• Run morning huddles and share yesterday's stats with your team.
• Listen to call recordings and score them on the quality form.
• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.
• Keep disciplinary records fair and in line with the BCEA and company code.

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

• A coaching or facilitation certificate
• Labour relations basics from a short course

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.