how2apply

Real-Time Analyst (Call Centre)

How2Apply Talent Network

Tembisa, Gauteng

Contract

Posted 2 hours ago

Contract Customer Service & Call Centre

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Job Description

At this medical scheme call centre in Tembisa, you'll turn call data into better service. This is a good step for someone who wants proper routine and a manager who notices good work.

Location: Tembisa, Gauteng. Applicants who already live in the area get looked at first.

What your day looks like

Report weekly on service level, AHT, CSAT and attrition.
Manage absenteeism and hold return-to-work chats.
Resolve formal complaints and draft replies for the ombud when needed.
Run morning huddles and share yesterday's stats with your team.
Take escalated calls that agents cannot resolve.
Keep disciplinary records fair and in line with the BCEA and company code.

What you need

At least 2 years as an agent and 1 year coaching or supervising
Matric, with a relevant diploma an advantage
Strong Excel: pivot tables, VLOOKUP and simple charts
Know your way around contact centre metrics
Written English good enough for client reports

On offer

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

Applying, step by step

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): a CV showing team size and results you managed, your highest qualification plus certified copy of your smart ID card or green ID book.
Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
Watch for a call or WhatsApp from How2Apply over the next 7 working days.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Tembisa.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Before you hit apply

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").