Team Coach

1 day ago

Randburg, South Africa iSON Xperiences Full time

**PayJoy Team Coach**

**Â 4 Month Contract based in Randburg**

**Shift environment Monday to SundayÂ**

**09:00 am - 18:00 pm / 09:00am - 19:00 pmÂ**

**OVERALL PURPOSE OF JOB**:
The position of the Customer Service Team leader is to lead an inbound/outbound team within the Operations environment to ensure that all targets are met accordingly, to maintain quality of the service from the agents and to ensure that it gets delivered in conjunction with Isonxperiences customer goals and objectives. The Team Leaders are also expected to work within all teams of the Contact Centre to ensure that the Isonxperiences Customer Experience is delivered all the time every time. A strong focus upon the delivery and achievement of staff satisfaction and customer satisfaction targets are essential.

**Main Responsibilities will include but will not be limited to**:

- Leading and managing a team of +- 20 agents
- Coaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthly
- Total performance management, monitoring and driving team targets
- Attendance and leave management process and updating matrix
- Manage and motivate agents through different forms
- Quality management/improvement through call evaluations for each agent weekly
- Provide coaching and feedback to agents weekly
- Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).
- Set key performance indicators for agents and review agent performance according to KPI's in conjunction with Contact Centre Manager on a regular basis
- Assist in agent career development
- Resolve daily queries
- Compile reports and report on progress
- Liaise daily with Workforce Management team to ensure effective resource planning.
- Taking correct disciplinary measures where necessary
- Assess and identify training needs
- Promote service delivery
- Escalate and manage customer queries as required
- Coach staff on BTG/BPS policies and procedures
- Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
- Develop and gain approval of and execution of all deliverables
- Develop, contribute to and maintain the team and Contact Centre's outputs and KPI's
- Strong internal and external relationship building
- Represent the customer to the rest of the business '† Customer Advocate
- Excellent communication both oral and written
- Ensure escalations processes are maintained and implementation of new processes with team buy in
- Be proactive with own development using available learning resources on a daily basis.

Â

**KNOWLEDGE AND SKILLS**:

- Proficiency in MS Office
- Good interpersonal conflict resolution skills
- Good team leadership and people management skills

**EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY**:

- Grade 12 / Matric
- Previous Team leader experience within a Contact Centre environment / experience in a Sales environment will be advantageous
- Good performance management experience
- Previous PayJoy experience a mustÂ

Â

  • Sassa - Team Coach

    1 week ago

    Randburg, South Africa iSON Xperiences Full time

    **Contact Centre Team Coach** **Based in Randburg** **Â Fixed term contract** The position of the Team Leader is to lead an inbound voice/messaging customer services team and to maintain quality of service delivered in conjunction with Altron People Solutions customer goals and objectives. The Team leader is also expected to work within all teams of the...

  • Assistant Team Coach

    1 day ago

    Randburg, South Africa iSON Xperiences Full time

    The Role: The position of the Team Coach is to lead an inbound voice/messaging customer services team and to maintain quality of service delivered in conjunction with ISON People Solutions customer goals and objectives. The Team leader is also expected to work within all teams of the Contact Centre to ensure that the APS Customer Experience is delivered all...

  • Cricket Coach

    1 week ago

    Randburg, South Africa The B-Active Group Full time

    **Job description** The B-Active Group is looking for enthusiastic hard-working coaches with the ability to coach soccer at Developmental/Participation Level, Monday-Saturday **13:00-16:00. The salary proposed for this position is between R4000-R8000 dependent on experience)**. Do you think you have what it takes? If so, read the job description below and...

  • Skills Coach

    6 days ago

    Randburg, Gauteng, South Africa Tracker Network Full time R400 000 - R600 000 per year

    Listing reference: track_001528Listing status: OnlineApply by: 3 December 2025Position summaryIndustry: IT & InternetJob category: Call Centre and TelesalesLocation: RandburgContract: PermanentRemuneration: Market RelatedEE position: YesIntroductionTracker requires the Services of a Skills Coach in the Call Centre, Product Support Department, based at the...

  • Cricket and Athletics Coaches

    2 weeks ago

    Randburg, South Africa ONTHREE SPORTING SOLUTIONS Full time

    ONTHREE SPORTING SOLUTIONS is seeking Cricket and Athletics Coaches for a contract role on-site in Johannesburg. Responsibilities include designing training programs tailored to athletes' needs, conducting regular practice sessions, and assessing players' performance. Coaches will also mentor athletes on technical skills, strategies, and sportsmanship....

  • Quality Assurance Coach

    2 weeks ago

    Randburg, South Africa Tracker South Africa Full time

    Tracker requires the Services of Quality Assurance Coaches in the Call Centre, CX Improvement Department, based in Johannesburg. The candidates will be responsible for ensuring that employees within the organization adhere to quality standards and procedures, monitoring and evaluating the performance of individuals or teams to identify areas for improvement...

  • Quality Assurance Coach

    2 weeks ago

    Randburg, South Africa Tracker Connect Full time

    Position Summary Industry: IT & InternetJob category: Customer ServiceLocation: RandburgContract: PermanentRemuneration: Market RelatedEE position: Yes Introduction Tracker requires the Services of Quality Assurance Coaches in the Call Centre, CX Improvement Department, based in Johannesburg. The candidates will be responsible for ensuring that employees...

  • Skills Coach

    2 days ago

    Randburg, South Africa Tracker Connect Full time

    Skills Coach - Product Support at Tracker Connect Introduction Tracker requires the services of a Skills Coach in the Call Centre, Product Support Department, based at the Head Office in Johannesburg. The Skills Coach will be responsible for monitoring, evaluating and recording effective training activities. Design training material to help develop or...

  • Skills Coach

    4 days ago

    Randburg, South Africa Tracker South Africa Full time

    Tracker requires the Services of a Skills Coach in the Call Centre, Product Support Department, based at the Head Office in Johannesburg . The Skills Coach will be responsible for monitoring, evaluating and recording effective training activities. Design training material to help develop or improve job-related skills. Initiation/onboarding of new recruits in...

  • Sales Team Leader

    7 days ago

    Randburg, South Africa SolarBeam Full time

    Responsibilities (including but not limited to): - Work closely with the team, motivating and coaching them - Hosting 1-2-1’s and team meetings - Keeping up to date with business development and new product lines - Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving...