Customer Experience Coach

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Brakpan. It's a practical job: you'll see what you got done before you go home.

Home base is an offshore outsourcing centre on the Brakpan side of Gauteng. Start date: as soon as possible for the right person.

• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Watch real-time queues and move agents between skills when volumes spike.
• Build rosters and forecast call volumes in the workforce tool.

• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through

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

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.