Real-Time Analyst (Call Centre)

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Khayelitsha. People who do well here are steady, honest and not scared to ask when something is unclear.

You'll be based at an insurance contact centre in Khayelitsha. Living nearby, or on a taxi route to it, really helps.

• Report weekly on service level, AHT, CSAT and attrition.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Watch real-time queues and move agents between skills when volumes spike.
• Run morning huddles and share yesterday's stats with your team.
• Listen to call recordings and score them on the quality form.

• Know your way around contact centre metrics
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through

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

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