Customer Experience Coach – Fixed-Term

At this offshore outsourcing centre in Tzaneen, you'll turn call data into better service. It's the kind of job where doing the basics well every day gets you noticed.

The work is in Tzaneen, Limpopo, so you'll need a reliable way to get there every day.

• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• 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.
• Report weekly on service level, AHT, CSAT and attrition.

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

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.