Real-Time Analyst (Call Centre)
Temporary
How2Apply Talent Network
This position requires local presence. Please view similar jobs below.
This is the next step up from the phones: running numbers and people at an e-commerce support hub in Hammarsdale. It's a practical job: you'll see what you got done before you go home.
This post is Hammarsdale-based, with most of your time spent at an e-commerce support hub. Most weeks are 45 hours, in line with the BCEA.
The work, day to day
- Manage absenteeism and hold return-to-work chats.
- Give one-on-one feedback with a clear action and a follow-up date.
- Listen to call recordings and score them on the quality form.
- Report weekly on service level, AHT, CSAT and attrition.
- Resolve formal complaints and draft replies for the ombud when needed.
Must-haves
- Strong Excel: pivot tables, VLOOKUP and simple charts
- 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
- Know your way around contact centre metrics
- Flexible for shift cover across the week
Extra points for
- A coaching or facilitation certificate
- COPC or similar contact centre standards exposure
On offer
- Team performance bonus paid quarterly
- Management development programme
- Laptop and data for remote reporting days
How to apply
- Make sure the role, the hours and working in Hammarsdale really suit you before you apply.
- Have the following on hand (clear photos on your phone are fine at first): your highest qualification plus certified copy of your smart ID card or green ID book.
- Fill in the short form below with your name and a phone number you actually answer.
- If you're shortlisted you'll hear from us within 10 working days, usually by phone.
How2Apply recruits for this position on behalf of hiring employers around Hammarsdale; applications go into our talent pool and shortlisted candidates are introduced directly.
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.
Tips to get shortlisted
- Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
- Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
Vacancy posted 1 day ago
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