Customer Experience Coach

Great agents need great coaching, and this medical scheme call centre in Soweto wants you to provide it. Good for someone who wants to build a solid track record they can put on their CV.

This post is Soweto-based, with most of your time spent at a medical scheme call centre. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• 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.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• 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

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

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

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