Real-Time Analyst (Call Centre)

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Brakpan. If you like clear targets and knowing where you stand, this is for you.

This post is in Brakpan (Gauteng). Please only apply if you can travel there daily.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Run morning huddles and share yesterday's stats with your team.
• Manage absenteeism and hold return-to-work chats.
• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.
• Listen to call recordings and score them on the quality form.

• Flexible for shift cover across the week
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage

• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.