Real-Time Analyst (Call Centre)

At this medical scheme call centre in Brackenfell, you'll turn call data into better service. If you turn up on time and finish what you start, you'll fit in quickly.

You'll be based at a medical scheme call centre in Brackenfell. Living nearby, or on a taxi route to it, really helps. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• 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.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.

• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage

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

• Management development programme
• Medical aid and retirement fund contributions
• Team performance bonus paid quarterly
• 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").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.