how2apply

Real-Time Analyst (Call Centre)

How2Apply Talent Network

Pinetown, KwaZulu-Natal

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

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Job Description

At this medical scheme call centre in Pinetown, you'll turn call data into better service. People who do well here are steady, honest and not scared to ask when something is unclear.

This post is Pinetown-based, with most of your time spent at a medical scheme call centre.

The work, day to day

Watch real-time queues and move agents between skills when volumes spike.
Keep disciplinary records fair and in line with the BCEA and company code.
Take escalated calls that agents cannot resolve.
Report weekly on service level, AHT, CSAT and attrition.
Give one-on-one feedback with a clear action and a follow-up date.
Listen to call recordings and score them on the quality form.

You'll need

Flexible for shift cover across the week
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
Written English good enough for client reports

Extra points for

Labour relations basics from a short course
A coaching or facilitation certificate

What you get

Medical aid and retirement fund contributions
Management development programme
Laptop and data for remote reporting days

Applying, step by step

Read the "What you need" list above. If you tick most of it, go ahead and apply.
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 a CV showing team size and results you managed.
Fill in the short form below with your name and a phone number you actually answer.
Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 9 working days.

How2Apply recruits for this position on behalf of hiring employers around Pinetown; applications go into our talent pool and shortlisted candidates are introduced directly.

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.

Before you hit apply

Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").