Customer Experience Coach

Great agents need great coaching, and this medical scheme call centre in Sandton wants you to provide it. It's a practical job: you'll see what you got done before you go home.

You'll report in Sandton. Relocation is not covered for this one. Shifts rotate, so you'll need to be flexible about days and nights.

• Build rosters and forecast call volumes in the workforce tool.
• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.
• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.

• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage

• Workforce tools such as NICE, Verint or Genesys
• Labour relations basics from a short course

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

• 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.