Contact Centre Coach – Customer Service

About the role

We are looking for a Contact Centre Coach to drive high‑quality customer service within our online gaming operation. You will evaluate, coach, train and give constructive feedback to our customer representatives, helping the team stay ahead of the competition.

Key responsibilities

• Provide real‑time and structured coaching on the floor, reviewing calls using Genesys, Jira and Confluence.
• Conduct one‑on‑one sessions, create action plans, and follow up to ensure knowledge retention.
• Develop and deliver training programmes for new starters and ongoing product updates.
• Compile monthly reports on team trends, QA results and coaching insights, and share findings with managers.
• Support performance management by auditing teams, setting objectives and conducting knowledge checks.

Required profile

• Clear, confident written and verbal communication with the ability to simplify complex ideas.
• Collaborative mindset and strong organisational skills to manage multiple projects.
• Exceptional attention to detail and adaptability in a fast‑moving environment.
• Ability to coach and develop customer service teams and analyse performance data.

Required skills

• Genesys
• Jira
• Confluence

What we offer

• Learning and development programmes to accelerate career growth.
• Performance feedback tools and employee assistance programme.
• Comprehensive medical aid and group life cover.