Real-Time Analyst (Call Centre)

At this bank customer experience unit in Prospecton, you'll turn call data into better service. This is a good step for someone who wants proper routine and a manager who notices good work.

You'll report in Prospecton. Relocation is not covered for this one.

• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Listen to call recordings and score them on the quality form.
• 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.
• Run morning huddles and share yesterday's stats with your team.

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

• Labour relations basics from a short course
• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.