Real-Time Analyst (Call Centre) – Experienced

Great agents need great coaching, and this bank customer experience unit in Fourways wants you to provide it. Expect to be trusted with real work from your first week.

This post is in Fourways (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.
• 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.

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

• Workforce tools such as NICE, Verint or Genesys
• Labour relations basics from a short course

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.