Customer Experience Coach

Great agents need great coaching, and this insurance contact centre in Pinetown wants you to provide it. This role rewards consistency more than flash.

Location: Pinetown, KwaZulu-Natal. Applicants who already live in the area get looked at first.

• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Listen to call recordings and score them on the quality form.

• Flexible for shift cover across the week
• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports

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

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

• 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").