Real-Time Analyst (Call Centre) – Immediate Start

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in George. Expect to be trusted with real work from your first week.

The work is in George, Western Cape, so you'll need a reliable way to get there every day. Most weeks are 45 hours, in line with the BCEA.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• Watch real-time queues and move agents between skills when volumes spike.

• You can give tough feedback kindly and follow through
• At least 2 years as an agent and 1 year coaching or supervising
• Know your way around contact centre metrics
• Flexible for shift cover across the week

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

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