Real-Time Analyst (Call Centre) – Immediate Start

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Krugersdorp. It suits someone who likes knowing exactly what a good day's work looks like.

The work is in Krugersdorp, Gauteng, so you'll need a reliable way to get there every day. Most weeks are 45 hours, in line with the BCEA.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Report weekly on service level, AHT, CSAT and attrition.

• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics

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

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