Real-Time Analyst (Call Centre)

Great agents need great coaching, and this medical scheme call centre in Polokwane wants you to provide it. Bring a calm head on busy days and you'll be fine.

The site is in Polokwane; early starts mean public transport timing matters, so check your route before applying.

• Resolve formal complaints and draft replies for the ombud when needed.
• Watch real-time queues and move agents between skills when volumes spike.
• Run morning huddles and share yesterday's stats with your team.
• Listen to call recordings and score them on the quality form.
• Take escalated calls that agents cannot resolve.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.

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

• 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

• 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.