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Call Center Team Coach

Summary

The Call Center Team Coach will optimise the Employee Experience by achieving all targets, driving performance improvement by motivation, developing employees, and increasing engagement.

Responsibilities:

  • Accomplish and contribute in the success of the Contact Centre by driving CS Advisor performance goals and KPI’s.
  • Motivate and inspire Direct Reports to surpass their customer service performance potential.
  • Create a sense of ownership within the employees and resolve employee issues, if any.
  • Encourage, support, and motivate actively one’s peer team.
  • Look constantly for development as well as continuous improvement for the team.
  • Monitor, organize, and coach the team on a day-to-day basis.
  • Ensure that the employees follow their schedules properly as designed.
  • Carry out regular team meetings and actively participate in the Contact Centre weekly/monthly meetings.
  • Document general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.
  • Collaborate with the Service Delivery Manager to drive improvements.
  • Monitor operations in the absence of the Service Delivery Manager.

Skills/Requirements:

  • Customer focus and service.
  • Proven leadership and motivational skills.
  • Communication: proven skill delivering high level goals and translating them to individual contributions
  • HR Processes – recruitment, performance management & absence management.
  • Strong communication skills – verbal, written and presentational.
  • Problem solving.
  • Process management and improvement.
  • Able to emphasize excellence.
  • Maintain calmness and positivity under tight pressure.
  • A natural leader with a good range of management styles.
  • Can collaborate positively within a fast changing environment.
  • Ability to solve problems using logic and creativity.
  • Passionate about people and service.
  • Exceptional organizational skills.
  • Team Player.