Customer Experience Coach

At this bank customer experience unit in Montague Gardens, you'll turn call data into better service. If you turn up on time and finish what you start, you'll fit in quickly.

You'll report in Montague Gardens. Relocation is not covered for this one.

• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.
• Build rosters and forecast call volumes in the workforce tool.
• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.
• Watch real-time queues and move agents between skills when volumes spike.
• Resolve formal complaints and draft replies for the ombud when needed.

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

• Labour relations basics from a short course
• A coaching or facilitation certificate

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

• 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.