Real-Time Analyst (Call Centre)

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in Pretoria West. It suits someone who likes knowing exactly what a good day's work looks like.

You'll be based at an offshore outsourcing centre in Pretoria West. Living nearby, or on a taxi route to it, really helps. Start is planned for the beginning of next month.

• Give one-on-one feedback with a clear action and a follow-up date.
• Watch real-time queues and move agents between skills when volumes spike.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Listen to call recordings and score them on the quality form.
• Manage absenteeism and hold return-to-work chats.

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

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure

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

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