Workforce Management Analyst (BPO)

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Stellenbosch. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

You'll be based at an offshore outsourcing centre in Stellenbosch. Living nearby, or on a taxi route to it, really helps. You'll start with a short induction before working on your own.

• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Report weekly on service level, AHT, CSAT and attrition.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.

• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• Written English good enough for client reports
• 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

• Labour relations basics from a short course
• COPC or similar contact centre standards exposure

• Medical aid and retirement fund contributions
• Management development programme
• Team performance bonus paid quarterly
• 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.