Customer Experience Coach

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Isando. This is a good step for someone who wants proper routine and a manager who notices good work.

You'll report in Isando. Relocation is not covered for this one.

• Build rosters and forecast call volumes in the workforce tool.
• Report weekly on service level, AHT, CSAT and attrition.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Watch real-time queues and move agents between skills when volumes spike.
• Manage absenteeism and hold return-to-work chats.
• 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.

• Written English good enough for client reports
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• Know your way around contact centre metrics

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure

• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days
• 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.