how2apply

Real-Time Analyst (Call Centre)

How2Apply Talent Network

Centurion, Gauteng

Full-time

Posted 8 hours ago

Full-time Customer Service & Call Centre

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Job Description

Great agents need great coaching, and this offshore outsourcing centre in Centurion wants you to provide it. Expect to be trusted with real work from your first week.

This post is Centurion-based, with most of your time spent at an offshore outsourcing centre. The first two weeks are spent shadowing someone experienced.

What you'll actually do

Build rosters and forecast call volumes in the workforce tool.
Run morning huddles and share yesterday's stats with your team.
Keep disciplinary records fair and in line with the BCEA and company code.
Listen to call recordings and score them on the quality form.
Report weekly on service level, AHT, CSAT and attrition.

What you need

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

Nice if you have

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

What you get

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

Applying, step by step

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): two references, including a former manager, certified copy of your smart ID card or green ID book plus a CV showing team size and results you managed.
Fill in the short form below with your name and a phone number you actually answer.
Watch for a call or WhatsApp from How2Apply over the next 9 working days.

How2Apply recruits for this position on behalf of hiring employers around Centurion; applications go into our talent pool and shortlisted candidates are introduced directly.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

How to stand out

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").