Workforce Management Analyst (BPO)

This is the next step up from the phones: running numbers and people at a medical scheme call centre in Newcastle. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is Newcastle-based, with most of your time spent at a medical scheme call centre. The first two weeks are spent shadowing someone experienced.

• Take escalated calls that agents cannot resolve.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Watch real-time queues and move agents between skills when volumes spike.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.

• At least 2 years as an agent and 1 year coaching or supervising
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through

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

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

• 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").