Customer Experience Coach – Immediate Start

At this offshore outsourcing centre in Lephalale, you'll turn call data into better service. This role rewards consistency more than flash.

Location: Lephalale, Limpopo. Applicants who already live in the area get looked at first.

• Watch real-time queues and move agents between skills when volumes spike.
• Give one-on-one feedback with a clear action and a follow-up date.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through

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

• 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.