how2apply

Real-Time Analyst (Call Centre)

How2Apply Talent Network

Newcastle, KwaZulu-Natal

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

R21 250 – R26 000/month

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Job Description

Great agents need great coaching, and this offshore outsourcing centre in Newcastle wants you to provide it. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

Home base is an offshore outsourcing centre on the Newcastle side of KwaZulu-Natal. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

The work, day to day

Watch real-time queues and move agents between skills when volumes spike.
Give one-on-one feedback with a clear action and a follow-up date.
Report weekly on service level, AHT, CSAT and attrition.
Listen to call recordings and score them on the quality form.
Resolve formal complaints and draft replies for the ombud when needed.

You'll need

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

Helpful, not essential

Labour relations basics from a short course
COPC or similar contact centre standards exposure

On offer

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

Applying, step by step

Check you meet the must-haves first; recruiters filter on those before anything else.
Have the following on hand (clear photos on your phone are fine at first): certified copy of your smart ID card or green ID book plus your highest qualification.
Send your details with the form below. Add one or two lines about similar work you've done.
If you're shortlisted you'll hear from us within 6 working days, usually by phone.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Newcastle.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Tips to get shortlisted

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").