Workforce Management Analyst (BPO)

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Germiston. If you like clear targets and knowing where you stand, this is for you.

This post is in Germiston (Gauteng). Please only apply if you can travel there daily.

• Give one-on-one feedback with a clear action and a follow-up date.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.
• Watch real-time queues and move agents between skills when volumes spike.

• Flexible for shift cover across the week
• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising

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

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

• 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.