Customer Experience Coach – Experienced

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Cape Town CBD. It suits someone who likes knowing exactly what a good day's work looks like.

The site is in Cape Town CBD; early starts mean public transport timing matters, so check your route before applying. There's a probation period of three months before the contract is confirmed.

• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.
• Run morning huddles and share yesterday's stats with your team.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Keep disciplinary records fair and in line with the BCEA and company code.

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

• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys
• Labour relations basics from a short course

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

• 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.