Workforce Management Analyst (BPO) – Fixed-Term

At this offshore outsourcing centre in Stellenbosch, you'll turn call data into better service. It suits someone who likes knowing exactly what a good day's work looks like.

Location: Stellenbosch, Western Cape. Applicants who already live in the area get looked at first. Shifts rotate, so you'll need to be flexible about days and nights.

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

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

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

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").