Real-Time Analyst (Call Centre) – Immediate Start

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

Location: Pinetown, KwaZulu-Natal. Applicants who already live in the area get looked at first.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Watch real-time queues and move agents between skills when volumes spike.
• Build rosters and forecast call volumes in the workforce tool.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys
• Labour relations basics from a short course

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

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.