Workforce Management Analyst (BPO)

At this offshore outsourcing centre in George, you'll turn call data into better service. It's the kind of job where doing the basics well every day gets you noticed.

You'll report in George. Relocation is not covered for this one. Overtime comes up in peak season and is paid.

• Report weekly on service level, AHT, CSAT and attrition.
• 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.
• Resolve formal complaints and draft replies for the ombud when needed.
• Watch real-time queues and move agents between skills when volumes spike.
• Take escalated calls that agents cannot resolve.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• Flexible for shift cover across the week
• Know your way around contact centre metrics

• Labour relations basics from a short course
• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.