Workforce Management Analyst (BPO)

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in Roodepoort. Good for someone who wants to build a solid track record they can put on their CV.

This post is in Roodepoort (Gauteng). Please only apply if you can travel there daily. The first two weeks are spent shadowing someone experienced.

• Listen to call recordings and score them on the quality form.
• Report weekly on service level, AHT, CSAT and attrition.
• Watch real-time queues and move agents between skills when volumes spike.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.

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

• A coaching or facilitation certificate
• Labour relations basics from a short course
• Workforce tools such as NICE, Verint or Genesys

• Laptop and data for remote reporting days
• Management development programme
• 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").