Customer Experience Coach

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Worcester. Bring a calm head on busy days and you'll be fine.

The work is in Worcester, Western Cape, so you'll need a reliable way to get there every day.

• Watch real-time queues and move agents between skills when volumes spike.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.

• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics

• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys
• A coaching or facilitation certificate

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

• 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.