Real-Time Analyst (Call Centre)

At this bank customer experience unit in Randburg, 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.

This post is Randburg-based, with most of your time spent at a bank customer experience unit. Weekend work is on a roster, so you won't be on every weekend.

• Run morning huddles and share yesterday's stats with your team.
• Give one-on-one feedback with a clear action and a follow-up date.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Report weekly on service level, AHT, CSAT and attrition.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.

• Know your way around contact centre metrics
• Written English good enough for client reports
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts

• Workforce tools such as NICE, Verint or Genesys
• A coaching or facilitation certificate

• Team performance bonus paid quarterly
• Management development programme
• Laptop and data for remote reporting days

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