Team Coach

Job Overview

Team Coach- Customer Service/Call Centre

Our client currently has an immediate requirement for a Training Team Coach to join their team in Blackpool, Co. Cork. Contract. (6mth Contract - Shift Pattern) Call centre environment.

Job Overview
Co-ordinate, consolidate and calibrate performance management and reporting at site level. Provide support to the Operation through Quality Evaluations & analytics and coaching in line with the Call Quality framework.

Duties & Responsibilities

  • Support Team Leaders with providing performance management and reporting to include:
    Attendance and Adherence etc.
  • Work Item management and efficiency
  • Support & roll out of improvement initiatives partnership with the management team
  • Complete Quality Evaluations using an initial interim solution, while transitioning to Scorebuddysystem
  • Facilitate the roll out the new standard call quality framework
  • Provide quality evaluation feedback to leaders and operations managers on a regular basis
  • Monitor Performance and related quality issues
  • Feed back gaps and/or Quality issues to the Team Leader and Quality Training & Performance Lead
  • Provide support with coaching to teams and training interventions when required
  • Facilitate roll-out of training updates and refresher training and provide content / collateral
  • Mentor & support Team Leaders to align to standard governance in line with playbook
  • Support with preparation and delivery of refresher and update training
  • Attend Quality calibration sessions as required
  • Identify and communicate process improvement opportunities
  • Call centre experience
  • Positive Attitude
  • Outstanding interaction skills
  • Able to help others learn
  • Empowers others
  • Pro-active and thinks ahead
  • Likes to investigate and analyse issues
  • Communicates ideas clearly and not afraid to make recommendations
  • Strong attention to detail
  • Can manage own time
  • Calm under pressure
  • Strong writing and documentation skills
How to Apply

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