Workforce Management Analyst (BPO)

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Kariega. It suits someone who likes knowing exactly what a good day's work looks like.

You'll be based at an insurance contact centre in Kariega. Living nearby, or on a taxi route to it, really helps.

• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Listen to call recordings and score them on the quality form.

• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure

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

• 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.