Customer Service Team Coach
We are looking to recruit a Customer Support Team Coach to join our team on a full-time basis. The Coach will provide leadership support to Customer Support agents ensuring that service levels and performance targets are met. To effectively manage, develop and motivate team members, ensuring all are provided with the support necessary to achieve established Customer Service standards and metrics.
Key Responsibilities
- Exhibit Integrity by promoting a positive and professional image of self and business
- Embrace Change by staying educated on the business’ ever-changing processes including but not limited to the eComm landscape through the use of Knowledge Base, Training and Calibration sessions
- Be Accountable for your team members; clearly communicate and educate on the business’ goals so that each individual fully understands their role
- Be passionate about your Personal Growth and that of each team member; identify opportunities for improvement in areas of productivity and quality and make recommendations for re-training or upskilling
- Focus on the development of the team as a whole; ensure that performance feedback given, is relevant and timely; evaluate, assess and assign new performance OKRs (Objectives/Key Results) weekly, monthly, bi-yearly
- Build and maintain relationships with other departments to assist with customer inquiries (i.e. BTC, Financial Services, Fraud, Service Excellence, Training, WFM etc.)
- Utilise the resources and tools available to better assist with Performance Management, Team Member Development and S.M.A.R.T Goal setting
- Tableau Reports – BTC, Scorecards etc
- Utilise telephone software for completing Live Monitoring for each team member
- Utilise e-Mail and Chat software to monitor interactions in real time
- Monitor appropriate Matter Most Conference Rooms
- Be responsible for taking action on follow-ups collected during team meetings and coaching sessions
- Work with along with Human Resources to ensure compliance with policies as set out on Code of Conduct; with discipline, counselling and follow-ups needed to correct behaviours
- Encourage participation in Team Building, Social, Wellness and other company sponsored initiatives and promote an environment that embodies Team Work with peers and leaders locally and globally
- Motivate and engage team members and ensure that monthly Rewards & Recognition nominations are selected using the B.E.E.R criteria
- Participate in the implementation, execution and evaluation of all CS Operations initiatives
- Perform any other duties as deemed necessary
- Manage employees with respect to applicable organisational CS processes (HR, Scheduling, Quality, etc.)
- Communicate team progress
- Create, communicate and coach a high level of expectations for team members and hold them accountable for actions and commitments.
Key Capabilities
- 1-3 years’ experience supervising employees in a fast-paced, constantly changing environment
- Minimum of 12 months with Call Centre Services and/or a proven solid understanding of the industry and internal processes
- Outstanding problem solving and negotiating skills
- Outstanding conflict resolution skills with both clients and staff members
- Ability to build rapport and adapt to change
- Exceptional organization and multi-tasking skills combined with an exceptional work ethic and attention to detail
- Excellent verbal and written communication skills
- Proficient in Microsoft Office (Word, Excel and Outlook) and Mobile applications
Apply Now
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.