Customer Experience Coach – Permanent

At this bank customer experience unit in Ermelo, you'll turn call data into better service. This is a good step for someone who wants proper routine and a manager who notices good work.

Location: Ermelo, Mpumalanga. Applicants who already live in the area get looked at first.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.
• Take escalated calls that agents cannot resolve.

• Know your way around contact centre metrics
• Written English good enough for client reports
• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate

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

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.