Workforce Management Analyst (BPO)

You'll lead, coach and track a team of 12 to 18 agents at a medical scheme call centre in Umhlanga. This is a good step for someone who wants proper routine and a manager who notices good work.

This post is in Umhlanga (KwaZulu-Natal). Please only apply if you can travel there daily. The first two weeks are spent shadowing someone experienced.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.

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

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure

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

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