Real-Time Analyst (Call Centre)

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Roodepoort. Expect to be trusted with real work from your first week.

This post is Roodepoort-based, with most of your time spent at an e-commerce support hub. You'll start with a short induction before working on your own.

• Report weekly on service level, AHT, CSAT and attrition.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Listen to call recordings and score them on the quality form.

• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage

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