Customer Experience Coach

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Hammarsdale. People who do well here are steady, honest and not scared to ask when something is unclear.

This post is in Hammarsdale (KwaZulu-Natal). Please only apply if you can travel there daily.

• Build rosters and forecast call volumes in the workforce tool.
• Listen to call recordings and score them on the quality form.
• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Take escalated calls that agents cannot resolve.

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

• Management development programme
• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.