Real-Time Analyst (Call Centre)

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Soweto. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

Home base is an offshore outsourcing centre on the Soweto side of Gauteng.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.

• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• Flexible for shift cover across the week
• At least 2 years as an agent and 1 year coaching or supervising
• You can give tough feedback kindly and follow through

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

• 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.