Real-Time Analyst (Call Centre)

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Hammarsdale. It's a practical job: you'll see what you got done before you go home.

This post is Hammarsdale-based, with most of your time spent at an e-commerce support hub. Most weeks are 45 hours, in line with the BCEA.

• Manage absenteeism and hold return-to-work chats.
• 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.
• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.

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

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

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.