Location
Randburg
Job Type
full-time
Posted
July 03, 2026
Job Description
Job Description
Key Responsibilities:
- Lead, coach, and support a team of WhatsApp agents to deliver exceptional customer service.
- Monitor agent performance against key performance indicators (KPIs), including response times, quality, productivity, and customer satisfaction.
- Conduct regular coaching sessions, performance reviews, and quality assessments.
- Manage workforce adherence, attendance, schedules, and break compliance.
- Escalate and resolve complex member and provider queries in a timely manner.
- Ensure agents adhere to operational processes, policies, and compliance requirements.
- Monitor WhatsApp queues and volumes to ensure service level targets are achieved.
- Identify trends, recurring issues, and opportunities for process improvement.
- Collaborate with operational stakeholders to address system, process, or service-related concerns.
- Support the implementation and adopti...