how2apply

Real-Time Analyst (Call Centre) – Fixed-Term

How2Apply Talent Network

Gqeberha, Eastern Cape

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

R16 500 – R22 000/month

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Job Description

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

Location: Gqeberha, Eastern Cape. Applicants who already live in the area get looked at first. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

The work, day to day

Give one-on-one feedback with a clear action and a follow-up date.
Listen to call recordings and score them on the quality form.
Watch real-time queues and move agents between skills when volumes spike.
Resolve formal complaints and draft replies for the ombud when needed.
Take escalated calls that agents cannot resolve.
Report weekly on service level, AHT, CSAT and attrition.
Build rosters and forecast call volumes in the workforce tool.

What you need

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

Helpful, not essential

COPC or similar contact centre standards exposure
A coaching or facilitation certificate

On offer

Management development programme
Team performance bonus paid quarterly
Medical aid and retirement fund contributions

Applying, step by step

Check you meet the must-haves first; recruiters filter on those before anything else.
Have the following on hand (clear photos on your phone are fine at first): a CV showing team size and results you managed, your highest qualification plus certified copy of your smart ID card or green ID book.
Fill in the short form below with your name and a phone number you actually answer.
Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 8 working days.

How2Apply recruits for this position on behalf of hiring employers around Gqeberha; applications go into our talent pool and shortlisted candidates are introduced directly.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

Tips to get shortlisted

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").