Real-Time Analyst (Call Centre)

This is the next step up from the phones: running numbers and people at an insurance contact centre in Pinetown. If you like clear targets and knowing where you stand, this is for you.

This post is in Pinetown (KwaZulu-Natal). Please only apply if you can travel there daily.

• 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.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.

• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics
• Written English good enough for client reports
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts

• COPC or similar contact centre standards exposure
• Labour relations basics from a short course
• Workforce tools such as NICE, Verint or Genesys

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

• 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").