Customer Experience Coach

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Fourways. Good for someone who wants to build a solid track record they can put on their CV.

This post is Fourways-based, with most of your time spent at an e-commerce support hub.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.
• Run morning huddles and share yesterday's stats with your team.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.

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

• 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
• Management development programme

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").