Workforce Management Analyst (BPO) – Fixed-Term

Great agents need great coaching, and this medical scheme call centre in Vanderbijlpark wants you to provide it. It's the kind of job where doing the basics well every day gets you noticed.

This post is Vanderbijlpark-based, with most of your time spent at a medical scheme call centre. Overtime comes up in peak season and is paid.

• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Report weekly on service level, AHT, CSAT and attrition.
• Take escalated calls that agents cannot resolve.
• Watch real-time queues and move agents between skills when volumes spike.

• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Know your way around contact centre metrics
• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week

• Workforce tools such as NICE, Verint or Genesys
• Labour relations basics from a short course

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

• 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").