Customer Experience Coach

At this offshore outsourcing centre in Ballito, you'll turn call data into better service. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

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

• Watch real-time queues and move agents between skills when volumes spike.
• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.

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

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

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.