Real-Time Analyst (Call Centre) – Permanent

At this insurance contact centre in Johannesburg CBD, you'll turn call data into better service. If you turn up on time and finish what you start, you'll fit in quickly.

This post is in Johannesburg CBD (Gauteng). Please only apply if you can travel there daily. The first two weeks are spent shadowing someone experienced.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Run morning huddles and share yesterday's stats with your team.

• 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
• Flexible for shift cover across the week
• Know your way around contact centre metrics

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

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