Contact Centre Coach-2 at Betway Africa

• As a Contact Centre Coach, you’ll be supporting the delivery of a high-quality service within the Customer Service environment, covering evaluation, coaching, training and providing constructive feedback to customer representatives. This will help us stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include:

Achieve commercial results

• Our coaching customer service teams consist of coaches who have knowledge and understanding of the customers within their specific regions. These coaches assist in delivering high levels of customer service, while delivering an authentic human extension to our product offering on an informative, friendly, and multi-language level.

Coaching

• The Customer Service Coach plays a critical role in driving continuous improvement through real-time and structured coaching. They remain available and visible on the floor to provide in-the-moment feedback, ensuring effective knowledge transfer and immediate support. Using tools such as Genesys, Jira, and Confluence, they review calls, log QA evaluations, and assess host interactions from a customer satisfaction and compliance perspective.
• Coaches conduct one-on-one sessions based on live and retrospective reviews, create action plans to address quality and compliance gaps, and follow up to ensure knowledge retention. They collaborate with QA, Responsible Gaming, and Privacy teams to address specific case findings and report on how technical or service-related issues impact the player experience. Their coaching approach is both proactive and data-driven, using trends and reports to identify team knowledge gaps and inform future training or coaching requirements.

Training

• The Customer Service Coach supports the development and delivery of training programs to improve service skills and knowledge. This includes new starter training, ongoing product-specific sessions, and coaching based on management-identified gaps. They create training materials, conduct coaching sessions, facilitate role-playing exercises, and provide on-the-floor support during onboarding. The Coach tracks attendance, progress, and retention, ensuring training is applied in practice and aligned with service goals.

Reporting

• The Customer Service Coach compiles monthly reports that highlight team trends, service levels, and improvement areas. They analyse QA results, customer alerts, and coaching insights to identify performance gaps and opportunities. These findings are shared with both hosts and managers to enhance service delivery, with all coaching activities tracked for consistency and follow-up.

Performance Management Support

• The Customer Service Coach conduct team audits to assist the managers for performance management purposes as well as to assess probation performance. They help set performance objectives (department-wide and individual) for each channel. They work with the customer service hosts to ensure objectives are met. They perform consistent knowledge checks by either conducting tests and/or sending surveys to hosts.
• The Customer Service Coach stays up to date with all product and business updates and new tools and technologies that can improve customer service. They are also expected to keep abreast of developments and trends in the industry.
• This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations

Desirable skills you’ve got up your sleeve

• It would be great if you also have some of the following skills:
• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies