how2apply

Workforce Management Analyst (BPO)

How2Apply Talent Network

Tembisa, Gauteng

Full-time

Posted 4 hours ago

Full-time Customer Service & Call Centre

R20 000 – R25 250/month

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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 Tembisa. It's the kind of job where doing the basics well every day gets you noticed.

Location: Tembisa, Gauteng. Applicants who already live in the area get looked at first.

What you'll actually do

Build rosters and forecast call volumes in the workforce tool.
Keep disciplinary records fair and in line with the BCEA and company code.
Run morning huddles and share yesterday's stats with your team.
Report weekly on service level, AHT, CSAT and attrition.
Listen to call recordings and score them on the quality form.
Resolve formal complaints and draft replies for the ombud when needed.

What you need

Know your way around contact centre metrics
Flexible for shift cover across the week
Written English good enough for client reports
Strong Excel: pivot tables, VLOOKUP and simple charts
Matric, with a relevant diploma an advantage
You can give tough feedback kindly and follow through

Extra points for

Labour relations basics from a short course
Workforce tools such as NICE, Verint or Genesys
COPC or similar contact centre standards exposure

On offer

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

Applying, step by step

Make sure the role, the hours and working in Tembisa really suit you before you apply.
Get these ready, because shortlisted people are asked for them straight away: certified copy of your smart ID card or green ID book plus a CV showing team size and results you managed.
Send your details with the form below. Add one or two lines about similar work you've done.
Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 8 working days.

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

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

How to stand out

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.