Customer Experience Coach – Immediate Start

Great agents need great coaching, and this medical scheme call centre in Montague Gardens wants you to provide it. Good for someone who wants to build a solid track record they can put on their CV.

The work is in Montague Gardens, Western Cape, so you'll need a reliable way to get there every day. Start is planned for the beginning of next month.

• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.

• Flexible for shift cover across the week
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• Written English good enough for client reports
• Strong Excel: pivot tables, VLOOKUP and simple charts

• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

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

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