Real-Time Analyst (Call Centre)

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Paarl. If you turn up on time and finish what you start, you'll fit in quickly.

This post is in Paarl (Western Cape). Please only apply if you can travel there daily.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Report weekly on service level, AHT, CSAT and attrition.
• Watch real-time queues and move agents between skills when volumes spike.

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

• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

• 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").