Workforce Management Analyst (BPO) – Experienced

You'll lead, coach and track a team of 12 to 18 agents at a medical scheme call centre in Worcester. It's a practical job: you'll see what you got done before you go home.

This post is Worcester-based, with most of your time spent at a medical scheme call centre. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• Give one-on-one feedback with a clear action and a follow-up date.

• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising

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

• 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.