Workforce Management Analyst (BPO)

You'll lead, coach and track a team of 12 to 18 agents at a medical scheme call centre in George. Bring a calm head on busy days and you'll be fine.

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

• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.
• Listen to call recordings and score them on the quality form.
• Run morning huddles and share yesterday's stats with your team.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.

• Know your way around contact centre metrics
• Written English good enough for client reports
• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising

• Workforce tools such as NICE, Verint or Genesys
• 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.