Real-Time Analyst (Call Centre)

Great agents need great coaching, and this medical scheme call centre in Kempton Park wants you to provide it. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is Kempton Park-based, with most of your time spent at a medical scheme call centre. You'll start with a short induction before working on your own.

• Give one-on-one feedback with a clear action and a follow-up date.
• Watch real-time queues and move agents between skills when volumes spike.
• Build rosters and forecast call volumes in the workforce tool.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• Written English good enough for client reports
• You can give tough feedback kindly and follow through
• At least 2 years as an agent and 1 year coaching or supervising

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

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

• 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").