Real-Time Analyst (Call Centre)

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Montague Gardens. It's a practical job: you'll see what you got done before you go home.

Location: Montague Gardens, Western Cape. Applicants who already live in the area get looked at first.

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

• At least 2 years as an agent and 1 year coaching or supervising
• Written English good enough for client reports
• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage

• Management development programme
• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions
• 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").