Workforce Management Analyst (BPO)

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in Somerset West. Good for someone who wants to build a solid track record they can put on their CV.

Home base is a bank customer experience unit on the Somerset West side of Western Cape.

• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.

• You can give tough feedback kindly and follow through
• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• Written English good enough for client reports

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

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

• 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.