Real-Time Analyst (Call Centre)

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Brackenfell. If you turn up on time and finish what you start, you'll fit in quickly.

You'll be based at an insurance contact centre in Brackenfell. Living nearby, or on a taxi route to it, really helps. The first two weeks are spent shadowing someone experienced.

• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.
• Watch real-time queues and move agents between skills when volumes spike.
• Give one-on-one feedback with a clear action and a follow-up date.
• Report weekly on service level, AHT, CSAT and attrition.
• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.

• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week
• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage

• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate
• Labour relations basics from a short course

• Medical aid and retirement fund contributions
• Management development programme
• Team performance bonus paid quarterly
• Laptop and data for remote reporting days

• 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").