Contact Centre Coach
Super Group Africa is seeking a Contact Centre Coach to support the delivery of high-quality service within the Customer Service environment. The role focuses on evaluation, coaching, training, and providing constructive feedback to customer representatives to help the company stay ahead of the game.
The Contact Centre Coach plays a critical role in driving continuous improvement through real-time and structured coaching. They remain available and visible on the floor to provide in-the-moment feedback, ensuring effective knowledge transfer and immediate support. Using tools such as Genesys, Jira, and Confluence, they review calls, log QA evaluations, and assess host interactions from a customer satisfaction and compliance perspective. Coaches conduct one-on-one sessions based on live and retrospective reviews, create action plans to address quality and compliance gaps, and follow up to ensure knowledge retention. They collaborate with QA, Responsible Gaming, and Privacy teams to address specific case findings and report on how technical or service-related issues impact the player experience. Their coaching approach is both proactive and data-driven, using trends and reports to identify team knowledge gaps and inform future training or coaching requirements.
The Contact Centre Coach supports the development and delivery of training programs to improve service skills and knowledge. This includes new starter training, ongoing product-specific sessions, and coaching based on management-identified gaps. They create training materials, conduct coaching sessions, facilitate role-playing exercises, and provide on-the-floor support during onboarding. The Coach tracks attendance, progress, and retention, ensuring training is applied in practice and aligned with service goals.
The Contact Centre Coach compiles monthly reports that highlight team trends, service levels, and improvement areas. They analyse QA results, customer alerts, and coaching insights to identify performance gaps and opportunities. These findings are shared with both hosts and managers to enhance service delivery, with all coaching activities tracked for consistency and follow-up.
The Contact Centre Coach conducts team audits to assist managers for performance management purposes as well as to assess probation performance. They help set performance objectives (department-wide and individual) for each channel. They work with the customer service hosts to ensure objectives are met. They perform consistent knowledge checks by either conducting tests and/or sending surveys to hosts.
The Contact Centre Coach stays up to date with all product and business updates and new tools and technologies that can improve customer service. They are also expected to keep abreast of developments and trends in the industry.
- Achieve commercial results.
- Provide real-time and structured coaching to customer service teams to drive continuous improvement.
- Review calls, log QA evaluations, and assess host interactions from a customer satisfaction and compliance perspective using tools such as Genesys, Jira, and Confluence.
- Conduct one-on-one sessions based on live and retrospective reviews.
- Create action plans to address quality and compliance gaps and follow up to ensure knowledge retention.
- Collaborate with QA, Responsible Gaming, and Privacy teams to address specific case findings and report on how technical or service-related issues impact the player experience.
- Use trends and reports to identify team knowledge gaps and inform future training or coaching requirements.
- Support the development and delivery of training programs to improve service skills and knowledge, including new starter training, ongoing product-specific sessions, and coaching based on management-identified gaps.
- Create training materials, conduct coaching sessions, facilitate role-playing exercises, and provide on-the-floor support during onboarding.
- Track attendance, progress, and retention, ensuring training is applied in practice and aligned with service goals.
- Compile monthly reports that highlight team trends, service levels, and improvement areas.
- Analyse QA results, customer alerts, and coaching insights to identify performance gaps and opportunities.
- Share findings with hosts and managers to enhance service delivery.
- Track all coaching activities for consistency and follow-up.
- Conduct team audits to assist managers for performance management purposes and to assess probation performance.
- Help set performance objectives (department-wide and individual) for each channel.
- Work with customer service hosts to ensure objectives are met.
- Perform consistent knowledge checks by either conducting tests and/or sending surveys to hosts.
- Stay up to date with all product and business updates and new tools and technologies that can improve customer service.
- Keep abreast of developments and trends in the industry.
- Clear, confident communication (written and verbal) (required)
- Ability to breakdown complex ideas (required)
- A collaborative mindset, working smoothly with cross-functional teams to hit shared goals (required)
- Strong organisational skills and the ability to manage multiple projects without dropping the ball (required)
- Exceptional attention to detail and a commitment to high-quality work (required)
- Adaptability – ability to stay sharp, productive and positive in fast-moving environments (required)
- Ability to coach and develop customer service teams to improve performance and service quality (required)
- Strong customer service knowledge with a focus on delivering an excellent customer experience (required)
- Ability to analyse performance data and identify trends and improvement opportunities (required)
- Effective communication and facilitation skills for coaching, feedback, and training (required)
- In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends (nice-to-have)
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (nice-to-have)
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards (nice-to-have)
- Experience in developing and executing customer retention strategies (nice-to-have)
- Experience designing and delivering training and onboarding programmes (nice-to-have)
- Supergrowth learning and development programmes
- Performance tool for meaningful feedback
- Employee Assistance Programme for you and your family
- Comprehensive medical aid
- Group Life cover including life insurance and dread disease cover
Betway Africa is the African arm of Betway, the sports-betting and online-casino brand owned by Super Group (SGHC), a holding company listed on the New York Stock Exchange. Operating since 2006, it delivers sports betting and casino products - including the Jackpot City, Lucky Nugget and Ruby Fortune brands - across markets such as South Africa, Ghana, Nigeria, Zambia, Tanzania, Malawi and Mozambique. The division employs more than 1,000 people, with offices in Johannesburg and Cape Town. It covers functions spanning marketing, technology, finance and customer care for Betway's African operations.
