Coach

Collinson; Cape Town; On-site; ZAR 320,000 - 520,000; Full time

Job summary

Collinson in Cape Town seeks an experienced coaching professional to develop and lead a team of contact centre agents. You will coach, guide and support coachees to improve performance, behaviour and quality while aligning with business goals.

You will drive weekly coaching sessions, track outcomes, and collaborate with QA and team leaders to close gaps and implement improvements. A proactive, supportive approach is essential.

Qualifications

• Experience in coaching or developing contact centre agents.
• Strong communication with internal and external stakeholders.
• Proficient use of MS Office and related tools.
• Ability to manage multiple coachees and prioritize tasks.
• Maintain composure and professional conduct under pressure.

Responsibilities

• Develop a strong team of Contact Centre Agents through coaching sessions and initiatives that meet business expectations.
• Increase agents' performance to positively impact Collinson's profitability.
• Be a role model and create a safe environment for employees to share ideas and concerns.
• Coordinate weekly coaching sessions and maintain timely coaching records.
• Collaborate with Quality Assurance and Team Leaders to review coachee progress.
• Participate in development programs and assist with handovers during incubations.

Skills

Contact centre ops

Self-management

MS Office

Stakeholder comms

Problem solving

Sunny disposition

Coaching coachees

Go-to person

Innovative coaching

Emotional control

Sound decision making

Tools

MS Office

Job description

Key Skills, Qualifications and Attributes Required

• Demonstrated knowledge and understanding of contact centre operations
• Self-management skills with the ability to multi-task, organize and prioritize
• Computer literacy and PC skills (good knowledge of MS Office)
• Excellent internal and external communication with all stakeholders and coachees
• Good problem-solving skills
• Credibility through a \"sunny disposition\" at all times
• Demonstrated knowledge of contact centre operations and customer support functions
• Communication and interactive behaviours that mark you as the \"go to person\" for all employees
• Constant innovation within the role - regular planning and brainstorming of coaching methods and styles
• Emotional control at all times, with awareness of the wider business perception when reacting to conflict
• Ability to reach sound decisions and exercise good judgment based on balanced consideration of facts, priorities and alternatives

Key Accountability

Develop a strong team of Contact Centre Agents by taking ownership of each coachee's professional and personal enhancement through support and coaching sessions/initiatives that meet the business expectations of Collinson/Clients and Agents

Focus on increasing agents' individual performance to directly and positively impact Collinson's profitability

Be a role model, creating a safe environment for all employees to voice their opinions and ideas

Key Performance Indicators

• Conduct constructive weekly coaching sessions focused on increasing performance, productivity, skill, behaviour, commitment and quality
• Work to strict weekly time schedules to ensure all assigned coachees are coached
• Update the Coaching Activity Report daily to reflect coaching outcomes, and send a weekly Coaching Overview to all respective stakeholders detailing coaching activity and flagging any concerning coachees
• Complete coaching time allocation forecasts every Monday to establish which coachees will be seen on what day and time, ensuring prioritization of coachees' needs
• Meet with Quality Assurors and Team Leaders weekly 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 Programs relating to relevant departments, ensuring effective handover from Trainer to Coach during the Incubation Phase; facilitate workshops upon request
• Be flexible in your position with the Company and agree to carry out whatever duties are associated with your role. Job description details may be reviewed from time to time, with weekly deliverables stipulated in a Performance Contract

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