Customer Experience Coach

Great agents need great coaching, and this medical scheme call centre in Roodepoort wants you to provide it. Expect to be trusted with real work from your first week.

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

• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.
• Manage absenteeism and hold return-to-work chats.
• Run morning huddles and share yesterday's stats with your team.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.

• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week
• Written English good enough for client reports

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.