Real-Time Analyst (Call Centre) – Immediate Start

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Klerksdorp. You'll work with a small crew, so being easy to work with matters as much as skill.

The work is in Klerksdorp, North West, so you'll need a reliable way to get there every day.

• Build rosters and forecast call volumes in the workforce tool.
• Listen to call recordings and score them on the quality form.
• Run morning huddles and share yesterday's stats with your team.
• Watch real-time queues and move agents between skills when volumes spike.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.

• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising
• You can give tough feedback kindly and follow through

• A coaching or facilitation certificate
• Labour relations basics from a short course

• Laptop and data for remote reporting days
• Management development programme
• 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").