Real-Time Analyst (Call Centre)

At this offshore outsourcing centre in Springs, you'll turn call data into better service. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is in Springs (Gauteng). Please only apply if you can travel there daily. Most weeks are 45 hours, in line with the BCEA.

• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.
• Report weekly on service level, AHT, CSAT and attrition.
• 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
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• Written English good enough for client reports

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days
• Management development programme

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.