Real-Time Analyst (Call Centre)

At this insurance contact centre in Bellville, you'll turn call data into better service. You'll work with a small crew, so being easy to work with matters as much as skill.

Home base is an insurance contact centre on the Bellville side of Western Cape.

• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Build rosters and forecast call volumes in the workforce tool.
• Report weekly on service level, AHT, CSAT and attrition.

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

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions
• 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").