Customer Experience Coach – Fixed-Term

Great agents need great coaching, and this medical scheme call centre in Epping wants you to provide it. This is a good step for someone who wants proper routine and a manager who notices good work.

Home base is a medical scheme call centre on the Epping side of Western Cape.

• Watch real-time queues and move agents between skills when volumes spike.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Give one-on-one feedback with a clear action and a follow-up date.

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

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

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