Real-Time Analyst (Call Centre)

This is the next step up from the phones: running numbers and people at an insurance contact centre in Fourways. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

The site is in Fourways; early starts mean public transport timing matters, so check your route before applying. The first two weeks are spent shadowing someone experienced.

• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.
• Watch real-time queues and move agents between skills when volumes spike.
• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.

• At least 2 years as an agent and 1 year coaching or supervising
• Written English good enough for client reports
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage

• Management development programme
• Team performance bonus paid quarterly
• Laptop and data for remote reporting days
• 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").