how2apply

Workforce Management Analyst (BPO) – Permanent

How2Apply Talent Network

Mamelodi, Gauteng

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

R22 500 – R27 750/month

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Job Description

Great agents need great coaching, and this e-commerce support hub in Mamelodi wants you to provide it. You'll work with a small crew, so being easy to work with matters as much as skill.

The work is in Mamelodi, Gauteng, so you'll need a reliable way to get there every day. Most weeks are 45 hours, in line with the BCEA.

The work, day to day

Keep disciplinary records fair and in line with the BCEA and company code.
Build rosters and forecast call volumes in the workforce tool.
Give one-on-one feedback with a clear action and a follow-up date.
Run morning huddles and share yesterday's stats with your team.
Listen to call recordings and score them on the quality form.
Watch real-time queues and move agents between skills when volumes spike.
Take escalated calls that agents cannot resolve.

What you need

Written English good enough for client reports
Strong Excel: pivot tables, VLOOKUP and simple charts
You can give tough feedback kindly and follow through
At least 2 years as an agent and 1 year coaching or supervising

Extra points for

COPC or similar contact centre standards exposure
Labour relations basics from a short course

What you get

Management development programme
Medical aid and retirement fund contributions
Laptop and data for remote reporting days

Applying, step by step

Make sure the role, the hours and working in Mamelodi really suit you before you apply.
Have the following on hand (clear photos on your phone are fine at first): certified copy of your smart ID card or green ID book, 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.
Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 5 working days.

How2Apply recruits for this position on behalf of hiring employers around Mamelodi; applications go into our talent pool and shortlisted candidates are introduced directly.

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").
Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.