how2apply

Real-Time Analyst (Call Centre)

How2Apply Talent Network

Richards Bay, KwaZulu-Natal

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

R18 750 – R26 000/month

Apply for this job

Job Description

Great agents need great coaching, and this e-commerce support hub in Richards Bay wants you to provide it. This role rewards consistency more than flash.

Location: Richards Bay, KwaZulu-Natal. Applicants who already live in the area get looked at first. Shifts rotate, so you'll need to be flexible about days and nights.

What you'll actually do

Listen to call recordings and score them on the quality form.
Keep disciplinary records fair and in line with the BCEA and company code.
Give one-on-one feedback with a clear action and a follow-up date.
Report weekly on service level, AHT, CSAT and attrition.
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.

What you need

Know your way around contact centre metrics
Written English good enough for client reports
Strong Excel: pivot tables, VLOOKUP and simple charts
Matric, with a relevant diploma an advantage

What you get

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

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): certified copy of your smart ID card or green ID book, two references, including a former manager plus your highest qualification.
Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
If you're shortlisted you'll hear from us within 7 working days, usually by phone.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Richards Bay.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Tips to get shortlisted

Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").