Workforce Management Analyst (BPO)

At this offshore outsourcing centre in Richards Bay, you'll turn call data into better service. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is Richards Bay-based, with most of your time spent at an offshore outsourcing centre.

• Manage absenteeism and hold return-to-work chats.
• 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.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.

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

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

• 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.