Real-Time Analyst (Call Centre) – Fixed-Term

At this insurance contact centre in Midrand, you'll turn call data into better service. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

You'll report in Midrand. Relocation is not covered for this one.

• Build rosters and forecast call volumes in the workforce tool.
• 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.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.

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

• Labour relations basics from a short course
• Workforce tools such as NICE, Verint or Genesys
• A coaching or facilitation certificate

• Team performance bonus paid quarterly
• Laptop and data for remote reporting days
• 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.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").