Sportsbook CX Coach & Team Lead

UnifyCX; Ballito; On-site; ZAR 480,000 - 780,000; Full time

Job summary

UnifyCX is seeking an extraordinary Sportsbook Customer Experience Team Lead to coach and develop a team of Associates handling email interactions in South Africa. You will review real tickets, provide actionable feedback, and lead coaching to ensure high-quality, timely resolutions during high-volume periods.

You will oversee training, performance improvement plans, and calibration sessions with the client, driving a customer-first culture while maintaining compliance with policies and

Qualifications

• Minimum of 5 years in a contact center or BPO environment, with at least 1 year in a supervisory or team lead role.
• Proven track record of coaching agents to measurable improvement in quality and performance.
• Experience leading teams that support customers through email, chat, or other digital channels is preferred.
• Experience in a sportsbook, gaming, financial services, or other regulated environment is preferred.
• Experience with quality assurance programs and calibration is preferred.

Responsibilities

• Coach Associates every week through regular one-on-ones, side-by-sides, and reviews of real tickets.
• Give specific, actionable feedback on accuracy, judgment, tone, and resolution – not just speed.
• Coach Associates to investigate issues using account activity, wagering details, and policy rather than following a script, and to resolve them without unnecessary transfers or escalations.
• Support new Associates through training, nesting, and their first weeks live, helping them reach full proficiency as quickly as possible.
• Use quality results and performance data to identify each Associate’s top coaching opportunity and track whether coaching is improving it.
• Participate in quality calibration sessions with the client so coaching matches the client’s quality standards.
• Identify knowledge gaps across the team and work with Training and the Operations Manager to close them.
• Lead, motivate, and support a team of Sportsbook Customer Experience Associates.
• Conduct regular team meetings to share product, promotion, and policy updates.
• Manage schedules, attendance, and adherence to ensure coverage, including during major sporting events.
• Implement and oversee performance improvement plans when coaching alone does not close a gap.
• Track team and individual performance across quality, first-touch resolution, handle time, productivity, and adherence.
• Analyze performance data to find the root causes behind results, and prepare reports for the Operations Manager.
• Ensure Associates follow client policies, procedures, and regulatory requirements in every interaction.
• Handle escalated customer issues and complex inquiries related to wagers, settlement, promotions, and accounts, and use them as coaching moments for the team.
• Identify recurring customer pain points and share insights that can improve processes, tools, and knowledge.
• Foster a customer-first culture where Associates take ownership of every issue.
• Maintain accurate records of coaching sessions, team performance, escalations, and incidents.
• Present team performance, coaching progress, and operational insights to the Operations Manager.

Skills

Coaching teams

Quality improvement

Analytical skills

Written communication

Sports knowledge

Organizational skills

Customer-first mindset

Education

Bachelor’s degree in Business Administration, Management, or a related field

Job description

UnifyCX is seeking an extraordinary Sportsbook Customer Experience Team Lead to coach and develop a team of Associates handling email interactions in South Africa. You will review real tickets, provide actionable feedback, and lead coaching to ensure high-quality, timely resolutions during high-volume periods.

You will oversee training, performance improvement plans, and calibration sessions with the client, driving a customer-first culture while maintaining compliance with policies and