Real-Time Analyst (Call Centre)

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Stellenbosch. If you turn up on time and finish what you start, you'll fit in quickly.

The site is in Stellenbosch; early starts mean public transport timing matters, so check your route before applying. You'll start with a short induction before working on your own.

• Give one-on-one feedback with a clear action and a follow-up date.
• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Run morning huddles and share yesterday's stats with your team.

• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week

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

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

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").