Real-Time Analyst (Call Centre)

At this medical scheme call centre in Pietermaritzburg, you'll turn call data into better service. This is a good step for someone who wants proper routine and a manager who notices good work.

You'll be based at a medical scheme call centre in Pietermaritzburg. Living nearby, or on a taxi route to it, really helps.

• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.

• Written English good enough for client reports
• Flexible for shift cover across the week
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.