Real-Time Analyst (Call Centre)

Great agents need great coaching, and this bank customer experience unit in Worcester wants you to provide it. You'll work with a small crew, so being easy to work with matters as much as skill.

You'll report in Worcester. Relocation is not covered for this one. Most weeks are 45 hours, in line with the BCEA.

• Watch real-time queues and move agents between skills when volumes spike.
• Give one-on-one feedback with a clear action and a follow-up date.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.

• Know your way around contact centre metrics
• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising
• You can give tough feedback kindly and follow through

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

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

• 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.