Workforce Management Analyst (BPO)

Great agents need great coaching, and this offshore outsourcing centre in Newcastle wants you to provide it. You'll work with a small crew, so being easy to work with matters as much as skill.

You'll report in Newcastle. Relocation is not covered for this one. Start is planned for the beginning of next month.

• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Listen to call recordings and score them on the quality form.
• Run morning huddles and share yesterday's stats with your team.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.
• Give one-on-one feedback with a clear action and a follow-up date.

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

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure

• Medical aid and retirement fund contributions
• Management development programme
• 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.