Contact Centre Performance 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

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.