Workforce Management Analyst (BPO)

At this insurance contact centre in Pretoria West, you'll turn call data into better service. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

You'll report in Pretoria West. Relocation is not covered for this one.

• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.
• Run morning huddles and share yesterday's stats with your team.
• Listen to call recordings and score them on the quality form.
• Take escalated calls that agents cannot resolve.

• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• Written English good enough for client reports

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

• Team performance bonus paid quarterly
• Laptop and data for remote reporting days
• Management development programme

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