Real-Time Analyst (Call Centre) – Immediate Start

At this bank customer experience unit in Ballito, you'll turn call data into better service. You don't need to be the loudest person in the room, just the one others can count on.

The site is in Ballito; early starts mean public transport timing matters, so check your route before applying.

• Report weekly on service level, AHT, CSAT and attrition.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.
• Watch real-time queues and move agents between skills when volumes spike.

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

• A coaching or facilitation certificate
• Labour relations basics from a short course

• Management development programme
• 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").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.