Real-Time Analyst (Call Centre)

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Benoni. It's the kind of job where doing the basics well every day gets you noticed.

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

• Give one-on-one feedback with a clear action and a follow-up date.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.
• Take escalated calls that agents cannot resolve.

• 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
• Flexible for shift cover across the week

• Labour relations basics from a short course
• Workforce tools such as NICE, Verint or Genesys

• Medical aid and retirement fund contributions
• Team performance bonus paid quarterly
• Management development programme
• 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").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.