Customer Experience Coach

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Prospecton. Good for someone who wants to build a solid track record they can put on their CV.

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

• Manage absenteeism and hold return-to-work chats.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.
• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.

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

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure

• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions
• 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.