Customer Experience Coach

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Sandton. Good for someone who wants to build a solid track record they can put on their CV.

This post is Sandton-based, with most of your time spent at a bank customer experience unit.

• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.
• Listen to call recordings and score them on the quality form.

• Written English good enough for client reports
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week

• Management development programme
• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions

• 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").