Customer Experience Coach

At this insurance contact centre in Brackenfell, you'll turn call data into better service. If you turn up on time and finish what you start, you'll fit in quickly.

The site is in Brackenfell; early starts mean public transport timing matters, so check your route before applying. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Watch real-time queues and move agents between skills when volumes spike.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Give one-on-one feedback with a clear action and a follow-up date.
• Build rosters and forecast call volumes in the workforce tool.
• Report weekly on service level, AHT, CSAT and attrition.
• Run morning huddles and share yesterday's stats with your team.

• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate

• Medical aid and retirement fund contributions
• Management development programme
• Laptop and data for remote reporting days
• 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.