Real-Time Analyst (Call Centre)

Great agents need great coaching, and this offshore outsourcing centre in Midrand wants you to provide it. It suits someone who likes knowing exactly what a good day's work looks like.

Location: Midrand, Gauteng. Applicants who already live in the area get looked at first.

• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.
• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.
• Watch real-time queues and move agents between skills when volumes spike.
• Build rosters and forecast call volumes in the workforce tool.

• Know your way around contact centre metrics
• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts

• Workforce tools such as NICE, Verint or Genesys
• A coaching or facilitation certificate

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

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