Real-Time Analyst (Call Centre) – Fixed-Term

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in Sandton. You don't need to be the loudest person in the room, just the one others can count on.

You'll be based at a bank customer experience unit in Sandton. Living nearby, or on a taxi route to it, really helps.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Take escalated calls that agents cannot resolve.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.

• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts

• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys

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

• 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.