Real-Time Analyst (Call Centre)

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Stellenbosch. It suits someone who likes knowing exactly what a good day's work looks like.

You'll report in Stellenbosch. Relocation is not covered for this one.

• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Build rosters and forecast call volumes in the workforce tool.
• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.

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

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys
• Labour relations basics from a short course

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

• 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.