how2apply

Workforce Management Analyst (BPO) – Immediate Start

How2Apply Talent Network

Pietermaritzburg, KwaZulu-Natal

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

R20 000 – R26 500/month

Apply for this job

Job Description

This is the next step up from the phones: running numbers and people at a medical scheme call centre in Pietermaritzburg. People who do well here are steady, honest and not scared to ask when something is unclear.

This post is in Pietermaritzburg (KwaZulu-Natal). Please only apply if you can travel there daily.

What your day looks like

Run morning huddles and share yesterday's stats with your team.
Build rosters and forecast call volumes in the workforce tool.
Keep disciplinary records fair and in line with the BCEA and company code.
Listen to call recordings and score them on the quality form.
Report weekly on service level, AHT, CSAT and attrition.

You'll need

Know your way around contact centre metrics
Matric, with a relevant diploma an advantage
Strong Excel: pivot tables, VLOOKUP and simple charts
At least 2 years as an agent and 1 year coaching or supervising

Helpful, not essential

COPC or similar contact centre standards exposure
Workforce tools such as NICE, Verint or Genesys

What's in it for you

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

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Keep copies of these ready to send: two references, including a former manager, your highest qualification plus certified copy of your smart ID card or green ID book.
Fill in the short form below with your name and a phone number you actually answer.
Watch for a call or WhatsApp from How2Apply over the next 5 working days.

How2Apply recruits for this position on behalf of hiring employers around Pietermaritzburg; 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").
Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.