Workforce Management Analyst (BPO)

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Soweto. Good for someone who wants to build a solid track record they can put on their CV.

The site is in Soweto; early starts mean public transport timing matters, so check your route before applying.

• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.
• Report weekly on service level, AHT, CSAT and attrition.
• Keep disciplinary records fair and in line with the BCEA and company code.

• Matric, with a relevant diploma an advantage
• 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
• You can give tough feedback kindly and follow through
• Written English good enough for client reports

• A coaching or facilitation certificate
• Labour relations basics from a short course

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

• 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.