how2apply

Workforce Management Analyst (BPO)

How2Apply Talent Network

Secunda, Mpumalanga

Full-time

Posted 3 hours ago

Full-time Customer Service & Call Centre

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Job Description

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Secunda. If you like clear targets and knowing where you stand, this is for you.

Home base is an insurance contact centre on the Secunda side of Mpumalanga.

What you'll actually do

Manage absenteeism and hold return-to-work chats.
Take escalated calls that agents cannot resolve.
Watch real-time queues and move agents between skills when volumes spike.
Build rosters and forecast call volumes in the workforce tool.
Report weekly on service level, AHT, CSAT and attrition.

Must-haves

Strong Excel: pivot tables, VLOOKUP and simple charts
At least 2 years as an agent and 1 year coaching or supervising
Matric, with a relevant diploma an advantage
Flexible for shift cover across the week

Helpful, not essential

Workforce tools such as NICE, Verint or Genesys
COPC or similar contact centre standards exposure
A coaching or facilitation certificate

On offer

Management development programme
Laptop and data for remote reporting days
Medical aid and retirement fund contributions

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, a CV showing team size and results you managed plus your highest qualification.
Fill in the short form below with your name and a phone number you actually answer.
If you're shortlisted you'll hear from us within 6 working days, usually by phone.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Secunda.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

How to stand out

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.