how2apply

Customer Experience Coach

How2Apply Talent Network

Pretoria West, Gauteng

Full-time

Posted 8 hours ago

Full-time Customer Service & Call Centre

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Job Description

Great agents need great coaching, and this insurance contact centre in Pretoria West wants you to provide it. You'll work with a small crew, so being easy to work with matters as much as skill.

You'll report in Pretoria West. Relocation is not covered for this one.

What you'll actually do

Report weekly on service level, AHT, CSAT and attrition.
Watch real-time queues and move agents between skills when volumes spike.
Give one-on-one feedback with a clear action and a follow-up date.
Manage absenteeism and hold return-to-work chats.
Build rosters and forecast call volumes in the workforce tool.
Take escalated calls that agents cannot resolve.
Keep disciplinary records fair and in line with the BCEA and company code.

You'll need

Matric, with a relevant diploma an advantage
At least 2 years as an agent and 1 year coaching or supervising
Know your way around contact centre metrics
Written English good enough for client reports
You can give tough feedback kindly and follow through
Strong Excel: pivot tables, VLOOKUP and simple charts

Nice if you have

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

What's in it for you

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

Applying, step by step

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): two references, including a former manager, your highest qualification plus certified copy of your smart ID card or green ID book.
Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
Watch for a call or WhatsApp from How2Apply over the next 7 working days.

How2Apply recruits for this position on behalf of hiring employers around Pretoria West; applications go into our talent pool and shortlisted candidates are introduced directly.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

Before you hit apply

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").