Real-Time Analyst (Call Centre)

Great agents need great coaching, and this e-commerce support hub in Germiston wants you to provide it. It's the kind of job where doing the basics well every day gets you noticed.

This post is in Germiston (Gauteng). Please only apply if you can travel there daily.

• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.
• Listen to call recordings and score them on the quality form.

• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• You can give tough feedback kindly and follow through

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.