Real-Time Analyst (Call Centre)

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Durban Central. People who do well here are steady, honest and not scared to ask when something is unclear.

You'll be based at an offshore outsourcing centre in Durban Central. Living nearby, or on a taxi route to it, really helps. Overtime comes up in peak season and is paid.

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

• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• Written English good enough for client reports
• You can give tough feedback kindly and follow through

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

• Laptop and data for remote reporting days
• Management development programme
• 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.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").