Customer Experience Coach

This is the next step up from the phones: running numbers and people at a medical scheme call centre in Krugersdorp. If you turn up on time and finish what you start, you'll fit in quickly.

You'll be based at a medical scheme call centre in Krugersdorp. Living nearby, or on a taxi route to it, really helps.

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

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

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

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