Real-Time Analyst (Call Centre)

At this offshore outsourcing centre in Pretoria West, you'll turn call data into better service. It's a practical job: you'll see what you got done before you go home.

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

• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.
• Run morning huddles and share yesterday's stats with your team.
• 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.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.

• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through

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

• Medical aid and retirement fund contributions
• 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.