Customer Experience Coach

Great agents need great coaching, and this bank customer experience unit in Mthatha wants you to provide it. Expect to be trusted with real work from your first week.

You'll report in Mthatha. Relocation is not covered for this one. Start date: as soon as possible for the right person.

• Give one-on-one feedback with a clear action and a follow-up date.
• Build rosters and forecast call volumes in the workforce tool.
• Run morning huddles and share yesterday's stats with your team.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Listen to call recordings and score them on the quality form.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.

• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• Flexible for shift cover across the week

• Workforce tools such as NICE, Verint or Genesys
• A coaching or facilitation certificate

• 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.