Customer Experience Coach

Great agents need great coaching, and this bank customer experience unit in Midrand wants you to provide it. You don't need to be the loudest person in the room, just the one others can count on.

The work is in Midrand, Gauteng, so you'll need a reliable way to get there every day. Start date: as soon as possible for the right person.

• Watch real-time queues and move agents between skills when volumes spike.
• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Run morning huddles and share yesterday's stats with your team.
• Report weekly on service level, AHT, CSAT and attrition.
• Give one-on-one feedback with a clear action and a follow-up date.

• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• At least 2 years as an agent and 1 year coaching or supervising

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

• Team performance bonus paid quarterly
• Management development programme
• Laptop and data for remote reporting days
• 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").