how2apply

Real-Time Analyst (Call Centre)

How2Apply Talent Network

Epping, Western Cape

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

This is the next step up from the phones: running numbers and people at an insurance contact centre in Epping. Bring a calm head on busy days and you'll be fine.

Home base is an insurance contact centre on the Epping side of Western Cape.

What you'll actually do

Report weekly on service level, AHT, CSAT and attrition.
Listen to call recordings and score them on the quality form.
Take escalated calls that agents cannot resolve.
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.
Resolve formal complaints and draft replies for the ombud when needed.

Must-haves

Matric, with a relevant diploma an advantage
Strong Excel: pivot tables, VLOOKUP and simple charts
Know your way around contact centre metrics
You can give tough feedback kindly and follow through
At least 2 years as an agent and 1 year coaching or supervising

Helpful, not essential

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

What's in it for you

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

How to apply for this job

Make sure the role, the hours and working in Epping really suit you before you apply.
Get these ready, because shortlisted people are asked for them straight away: a CV showing team size and results you managed, two references, including a former manager plus your highest qualification.
Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 10 working days.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Epping.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Tips to get shortlisted

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.