Workforce Management Analyst (BPO)

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Worcester. Bring a calm head on busy days and you'll be fine.

Location: Worcester, Western Cape. Applicants who already live in the area get looked at first.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Give one-on-one feedback with a clear action and a follow-up date.
• Listen to call recordings and score them on the quality form.
• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.

• Matric, with a relevant diploma an advantage
• Written English good enough for client reports
• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week

• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate
• Labour relations basics from a short course

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

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