Contact Centre Coach

About the role

The Contact Centre Coach will support the delivery of high‑quality customer service within Super Group’s online gaming environment. The role focuses on evaluating performance, providing real‑time coaching, delivering training, and giving constructive feedback to help representatives excel.

Key responsibilities

• Drive commercial results by ensuring teams meet service standards.
• Provide on‑floor, real‑time coaching and post‑call feedback using tools such as Genesys, Jira, and Confluence.
• Review calls, log QA evaluations, and assess interactions for customer satisfaction and compliance.
• Conduct one‑on‑one coaching sessions, create action plans, and follow up to ensure knowledge retention.
• Collaborate with QA, Responsible Gaming, and Privacy teams to address case findings and report technical or service issues.
• Support the design and delivery of training programs for new and existing staff.

Required profile

• Passionate and driven individual eager to grow in a fast‑paced environment.
• Strong communication skills with the ability to give clear, constructive feedback.
• Data‑oriented mindset, using trends and reports to identify knowledge gaps.
• Visible and approachable on the floor, ready to support agents in the moment.

Required skills

• Experience with Genesys contact‑center platform.
• Proficiency in Jira for issue tracking.
• Familiarity with Confluence for documentation and knowledge sharing.