Real-Time Analyst (Call Centre) – Permanent

At this bank customer experience unit in Soweto, you'll turn call data into better service. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

The work is in Soweto, Gauteng, so you'll need a reliable way to get there every day. The first two weeks are spent shadowing someone experienced.

• Give one-on-one feedback with a clear action and a follow-up date.
• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.

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

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

• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions
• Management development programme

• 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").