how2apply

Customer Experience Coach

How2Apply Talent Network

Rosslyn, Gauteng

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

Great agents need great coaching, and this insurance contact centre in Rosslyn wants you to provide it. You don't need to be the loudest person in the room, just the one others can count on.

You'll be based at an insurance contact centre in Rosslyn. Living nearby, or on a taxi route to it, really helps.

The work, day to day

Build rosters and forecast call volumes in the workforce tool.
Give one-on-one feedback with a clear action and a follow-up date.
Run morning huddles and share yesterday's stats with your team.
Listen to call recordings and score them on the quality form.
Resolve formal complaints and draft replies for the ombud when needed.

You'll need

You can give tough feedback kindly and follow through
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
Matric, with a relevant diploma an advantage

What's in it for you

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

Applying, step by step

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Get these ready, because shortlisted people are asked for them straight away: your highest qualification plus certified copy of your smart ID card or green ID book.
Fill in the short form below with your name and a phone number you actually answer.
If you're shortlisted you'll hear from us within 5 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Rosslyn; 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.

How to stand out

Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.