Real-Time Analyst (Call Centre)

Great agents need great coaching, and this offshore outsourcing centre in Alberton wants you to provide it. If you turn up on time and finish what you start, you'll fit in quickly.

You'll report in Alberton. Relocation is not covered for this one. There's a probation period of three months before the contract is confirmed.

• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Know your way around contact centre metrics
• Flexible for shift cover across the week
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through

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

• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions
• Management development programme

• 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").