Coach

Coach Key Skills, Qualifications and Attributes Required Demonstrated knowledge and understanding of contact centre operations Self-management skills with the ability to multi-task, organize and prioritize Computer literacy and PC skills (good knowledge of MS Office) Excellent internal and external communication with all stakeholders and coachees Good problem-solving skills Credibility through a "sunny disposition" at all times Demonstrated knowledge of contact centre operations and customer support functions Communication and interactive behaviours that mark you as the "go to person" for all employees Constant innovation within the role - regular planning and brainstorming of coaching methods and styles Emotional control at all times, with awareness of the wider business perception when reacting to conflict Ability to reach sound decisions and exercise good judgment based on balanced consideration of facts, priorities and alternatives Key Accountability Develop a strong team of Contact Centre Agents by taking ownership of each coachee's professional and personal enhancement through support and coaching sessions/initiatives that meet the business expectations of Collinson/Clients and Agents Focus on increasing agents' individual performance to directly and positively impact Collinson's profitability Be a role model, creating a safe environment for all employees to voice their opinions and ideas Key Performance Indicators Conduct constructive weekly coaching sessions focused on increasing performance, productivity, skill, behaviour, commitment and quality Work to strict weekly time schedules to ensure all assigned coachees are coached Update the Coaching Activity Report daily to reflect coaching outcomes, and send a weekly Coaching Overview to all respective stakeholders detailing coaching activity and flagging any concerning coachees Complete coaching time allocation forecasts every Monday to establish which coachees will be seen on what day and time, ensuring prioritization of coachees' needs Meet with Quality Assurors and Team Leaders weekly to determine the status of coachees' quality, behaviours and performance Keep abreast of new product information or changes implemented within the assigned departments Identify overall operational gaps and offer appropriate recommendations and solutions Be involved in all Development Programs relating to relevant departments, ensuring effective handover from Trainer to Coach during the Incubation Phase; facilitate workshops upon request Be flexible in your position with the Company and agree to carry out whatever duties are associated with your role. Job description details may be reviewed from time to time, with weekly deliverables stipulated in a Performance Contract Division Global Business Services & Operations Role Global Business Services & Operations Locations Cape Town Remote status Hybrid Cape Town About Collinson We use our expertise and products to craft customer experiences. Our range of services helps global brand acquire, engage and retain choice-rich customers. © 2023 Collinson International Limited. Registered in England & Wales under registration No. 2577557 Registered address : 3 More London Riverside, London, SE1 2AQ, United Kingdom. Co-workers 2000 Applicant tracking system by Teamtailor