Real-Time Analyst (Call Centre) – Fixed-Term

You'll lead, coach and track a team of 12 to 18 agents at a medical scheme call centre in Durban Central. You don't need to be the loudest person in the room, just the one others can count on.

You'll report in Durban Central. Relocation is not covered for this one. You'll start with a short induction before working on your own.

• Listen to call recordings and score them on the quality form.
• Watch real-time queues and move agents between skills when volumes spike.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• Give one-on-one feedback with a clear action and a follow-up date.
• Run morning huddles and share yesterday's stats with your team.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage

• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys
• A coaching or facilitation certificate

• Medical aid and retirement fund contributions
• Management development programme
• Laptop and data for remote reporting days

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