Coach

Collinson Group; Cape Town; Hybrid; ZAR 180,000 - 300,000; Full time

Job summary

Collinson Group in Cape Town is seeking a dedicated Coach to lead and develop a high-performing contact centre team. You will conduct regular coaching sessions, monitor performance and ensure adherence to weekly schedules, while collaborating with QA and team leads to drive quality and outcomes.

The role involves updating daily coaching reports, forecasting activity, and participating in development programmes to continuously improve service delivery and staff engagement.

Responsibilities

• Develop a strong team of Contact Centre Agents by coaching sessions and initiatives that meet business expectations of Collinson, clients and agents.
• Increase agents' individual performance to positively impact Collinson's profitability.
• Be a role model, creating a safe environment for all employees to voice their opinions and ideas.
• Conduct constructive weekly coaching sessions focusing on performance, productivity, skill, behaviour, commitment and quality.
• Follow weekly time schedules to ensure all coachees are coached.
• Update the Coaching Activity Report daily and send a weekly Coaching Overview to stakeholders.
• Forecast coaching time allocation each Monday to schedule sessions.
• Meet with Quality Assurers and Team Leaders weekly to review coachees' quality and performance.
• Keep up to date with product information or changes within departments.
• Identify operational gaps and propose solutions; participate in Development Programmes and workshops as requested.

Job description

and details on how your personal data is processed, please review our .Coach page is loaded## Coachremote type: Hybridlocations: Cape Towntime type: Full timeposted on: Posted Todayjob requisition id: JR000350# **Job Description****Key Responsibilities*** Develop a strong team of Contact Centre Agents by effectively and efficiently taking ownership of coachees' professional and personal enhancement, offering support and coaching sessions and initiatives that meet the business expectations of Collinson, clients and agents.* Focus on increasing agents' individual performance to directly impact Collinson's profitability in a positive way.* Be a role model, creating a safe environment for all employees to voice their opinions and ideas.* Conduct constructive weekly coaching sessions that focus on achieving increased levels of performance, productivity, skill, behaviour, commitment and quality.* Work according to strict weekly time schedules to ensure all assigned coachees are coached.* Update the Coaching Activity Report on a daily basis to reflect coaching outcomes, and send out a weekly Coaching Overview to all respective stakeholders detailing all coaching activity and flagging any coachees of concern.* Complete coaching time allocation forecasts every Monday to establish which coachees will be seen on which day and at what time, to ensure coachees' needs are prioritised.* Meet with Quality Assurors and Team Leaders on a weekly basis to determine the status of coachees' quality, behaviours and performance.* Keep abreast of new product information or changes implemented within the assigned departments.* Identify overall operational gaps and offer appropriate recommendations and solutions.* Be involved in all Development Programmes relating to relevant departments, to ensure effective handover from Trainer to Coach re the Incubation Phase.* Facilitate workshops upon request.* Be flexible in the position with the Company and carry out whatever duties are associated with the position.* Details of the job description may be reviewed from time to time, and weekly deliverables will be stipulated in the form of a Performance Contract.We want our people to feel recognised, supported and able to thrive both at work and beyond it.We offer a competitive reward package designed to support your financial, physical and mental wellbeing, alongside opportunities to learn, develop and be recognised for the contribution you make. Benefits vary by role and location, and full details will be shared as part of the application process.# **Equal opportunities: Our commitment to inclusion**Collinson Group is an equal opportunities employer. We welcome applications from people of all backgrounds, identities and experiences, and believe that different perspectives make our business stronger.Collinson Group is powered by a culture of innovation, collaboration, and integrity. Our employee experience brings together everything that makes us unique: our strong values, our commitment to sustainability, our recognition programmes, and our inclusive culture. Most importantly, it's our people who make the difference. At Collinson Group, we're curious, hardworking, humble, and focused on creating impact together, which is why we're proud to be recognised as a top workplace.**Better journeys start here - including your own.**Join a growing global business where you can solve meaningful challenges, collaborate with talented people around the world and help shape the future of travel, loyalty and customer experience.Bring your perspective, grow beyond your role and make an impact that reaches beyond profit.**Your next journey could start here**We are always interested in meeting talented people who share our ambition. Join our talent community and tell us more about your experience, interests and aspirations. Our Talent Acquisition team will be in touch when an opportunity matches your skills.**Join our talent community**