Workforce Management Analyst (BPO)
R 20,000 - 25,750 per monthFull-time
How2Apply Talent Network
This position requires local presence. Please view similar jobs below.
You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Johannesburg CBD. It's the kind of job where doing the basics well every day gets you noticed.
You'll report in Johannesburg CBD. Relocation is not covered for this one. Start date: as soon as possible for the right person.
What your day looks like
- 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.
- Build rosters and forecast call volumes in the workforce tool.
- Listen to call recordings and score them on the quality form.
- Run morning huddles and share yesterday's stats with your team.
- Manage absenteeism and hold return-to-work chats.
- Take escalated calls that agents cannot resolve.
You'll need
- You can give tough feedback kindly and follow through
- Flexible for shift cover across the week
- Matric, with a relevant diploma an advantage
- Know your way around contact centre metrics
Extra points for
- Labour relations basics from a short course
- COPC or similar contact centre standards exposure
On offer
- Laptop and data for remote reporting days
- Management development programme
- Team performance bonus paid quarterly
How to apply
- Read the "What you need" list above. If you tick most of it, go ahead and apply.
- Keep copies of these ready to send: certified copy of your smart ID card or green ID book plus a CV showing team size and results you managed.
- Fill in the short form below with your name and a phone number you actually answer.
- Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 8 working days.
Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Johannesburg CBD.
How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.
How to stand out
- 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.
Vacancy posted 9 hours ago
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