Workforce Management Analyst (BPO)

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Mbombela. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is Mbombela-based, with most of your time spent at a bank customer experience unit. There's a probation period of three months before the contract is confirmed.

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

• At least 2 years as an agent and 1 year coaching or supervising
• Written English good enough for client reports
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through

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

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.