how2apply

Workforce Management Analyst (BPO)

How2Apply Talent Network

Germiston, Gauteng

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

R22 500 – R29 750/month

Apply for this job

Job Description

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in Germiston. You don't need to be the loudest person in the room, just the one others can count on.

This post is in Germiston (Gauteng). Please only apply if you can travel there daily. The first two weeks are spent shadowing someone experienced.

What your day looks like

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.
Give one-on-one feedback with a clear action and a follow-up date.
Report weekly on service level, AHT, CSAT and attrition.
Take escalated calls that agents cannot resolve.

What you need

Know your way around contact centre metrics
At least 2 years as an agent and 1 year coaching or supervising
Strong Excel: pivot tables, VLOOKUP and simple charts
Flexible for shift cover across the week

Helpful, not essential

Workforce tools such as NICE, Verint or Genesys
Labour relations basics from a short course

On offer

Management development programme
Team performance bonus paid quarterly
Medical aid and retirement fund contributions

Applying, step by step

Make sure the role, the hours and working in Germiston really suit you before you apply.
Get these ready, because shortlisted people are asked for them straight away: a CV showing team size and results you managed plus two references, including a former manager.
Fill in the short form below with your name and a phone number you actually answer.
If you're shortlisted you'll hear from us within 10 working days, usually by phone.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Germiston.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Before you hit apply

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.