Real-Time Analyst (Call Centre) – Immediate Start

Great agents need great coaching, and this bank customer experience unit in Johannesburg CBD wants you to provide it. You don't need to be the loudest person in the room, just the one others can count on.

This post is Johannesburg CBD-based, with most of your time spent at a bank customer experience unit.

• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.

• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through
• 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

• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys
• A coaching or facilitation certificate

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

• 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.