Workforce Management Analyst (BPO)

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Vereeniging. It's a practical job: you'll see what you got done before you go home.

You'll be based at an offshore outsourcing centre in Vereeniging. Living nearby, or on a taxi route to it, really helps.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Listen to call recordings and score them on the quality form.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.
• Watch real-time queues and move agents between skills when volumes spike.

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

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

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.