Workforce Management Analyst (BPO)

At this offshore outsourcing centre in Umlazi, you'll turn call data into better service. This role rewards consistency more than flash.

Location: Umlazi, KwaZulu-Natal. Applicants who already live in the area get looked at first.

• Give one-on-one feedback with a clear action and a follow-up date.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.
• Listen to call recordings and score them on the quality form.

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

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

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.