Customer Experience Coach

At this medical scheme call centre in Khayelitsha, you'll turn call data into better service. It's the kind of job where doing the basics well every day gets you noticed.

You'll report in Khayelitsha. Relocation is not covered for this one. Start date: as soon as possible for the right person.

• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.

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

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

• Laptop and data for remote reporting days
• Management development programme
• Medical aid and retirement fund contributions

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