Customer Experience Coach

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in Cape Town CBD. This role rewards consistency more than flash.

Home base is a bank customer experience unit on the Cape Town CBD side of Western Cape.

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

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

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

• 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.