Workforce Management Analyst (BPO)

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Isando. You don't need to be the loudest person in the room, just the one others can count on.

Home base is an e-commerce support hub on the Isando side of Gauteng. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.
• Watch real-time queues and move agents between skills when volumes spike.
• Run morning huddles and share yesterday's stats with your team.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.

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

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