how2apply

Workforce Management Analyst (BPO) – Experienced

How2Apply Talent Network

Montague Gardens, Western Cape

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

R22 500 – R27 000/month

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Job Description

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Montague Gardens. This role rewards consistency more than flash.

Home base is an insurance contact centre on the Montague Gardens side of Western Cape. Weekend work is on a roster, so you won't be on every weekend.

What you'll actually do

Give one-on-one feedback with a clear action and a follow-up date.
Take escalated calls that agents cannot resolve.
Listen to call recordings and score them on the quality form.
Report weekly on service level, AHT, CSAT and attrition.
Watch real-time queues and move agents between skills when volumes spike.
Keep disciplinary records fair and in line with the BCEA and company code.
Build rosters and forecast call volumes in the workforce tool.

You'll need

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

Nice if you have

Workforce tools such as NICE, Verint or Genesys
A coaching or facilitation certificate

What's in it for you

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

How to apply

Check you meet the must-haves first; recruiters filter on those before anything else.
Keep copies of these ready to send: certified copy of your smart ID card or green ID book, two references, including a former manager plus a CV showing team size and results you managed.
Send your details with the form below. Add one or two lines about similar work you've done.
Watch for a call or WhatsApp from How2Apply over the next 5 working days.

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

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

Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").