Senior Officer: Operational Coach

Closing date: 17 March 2026

Purpose of the Job: Reporting to the Manager: Customer Experience Centre Enablement, the successful incumbent is responsible for providing guidance, support and coaching to employees in order to ensure that customer experience is continuously improved.

Qualifications and Experience

• Bachelor’s Degree/ Advanced Diploma in Human Resources Management/ Psychology related qualification.
• Relevant 4 years’ experience in Customer Interaction and Relationship environment.  

Technical and behavioral competencies required

• Planning, organising and coordinating.
• Personal mastery.
• Judgment and decision making.
• Ethics and values.
• Client service orientation.
• Proficient with PowerPoint, Excel, Word, and MS Project.
• Strong understanding of operations.
• Project management.
• Clear communication.
• Problem solving.
• People management.

KEY PERFORMANCE AREAS

Operational Customer Experience Centre Coaching

• Develop customer experience centre education materials, such as digital presentations, how-to manuals, and instructional videos (coaching systems included).
• Train employees on new or updated customer experience centre procedures to improve their performance.
• Liaise with team leaders, senior call agents, quality assessors and managers to conduct on-the-job coaching.
• Measure the effectiveness of training sessions and preparing individual or team progress reports.
• Ensure employees keep up their productivity and maintain high levels of customer satisfaction.
• Identify areas of coaching that need external intervention, and facilitates the necessary intervention.

Reporting

• Contribute to the preparation and submission of regulation reports.
• Aid in the development of functional reporting systems, for management, project or performance reporting.

Stakeholder Management

• Ensure proactive and progressive relationships with key stakeholders.
• Deal with inquiries and requests for information from both internal and external stakeholders.

Qualifying Persons with Disabilities (PWD) applications must be given first preference.

For job related queries contact Mzwandile at 083 805 1591