Customer Experience Coach

Great agents need great coaching, and this insurance contact centre in Centurion wants you to provide it. It's the kind of job where doing the basics well every day gets you noticed.

This post is in Centurion (Gauteng). Please only apply if you can travel there daily.

• Build rosters and forecast call volumes in the workforce tool.
• 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.
• Resolve formal complaints and draft replies for the ombud when needed.
• Listen to call recordings and score them on the quality form.
• Watch real-time queues and move agents between skills when volumes spike.
• Manage absenteeism and hold return-to-work chats.

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

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

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

• 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.