how2apply

Real-Time Analyst (Call Centre)

How2Apply Talent Network

Kempton Park, Gauteng

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

Great agents need great coaching, and this medical scheme call centre in Kempton Park wants you to provide it. It suits someone who likes knowing exactly what a good day's work looks like.

The work is in Kempton Park, Gauteng, so you'll need a reliable way to get there every day. There's a probation period of three months before the contract is confirmed.

What your day looks like

Listen to call recordings and score them on the quality form.
Report weekly on service level, AHT, CSAT and attrition.
Keep disciplinary records fair and in line with the BCEA and company code.
Give one-on-one feedback with a clear action and a follow-up date.
Build rosters and forecast call volumes in the workforce tool.
Resolve formal complaints and draft replies for the ombud when needed.
Take escalated calls that agents cannot resolve.

You'll need

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

On offer

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

How to apply for this job

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): two references, including a former manager, your highest qualification plus a CV showing team size and results you managed.
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 7 working days.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Kempton Park.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Before you hit apply

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