Master Coach

10 hours ago

Zambales Philippines Buwelo an Exact Star Company Full time

Coaching & Development: Provide one-on-one coaching sessions, group training, and performance feedback to call center agents. Identify individual and team training needs and develop personalized coaching plans to address skill gaps. Monitor agent performance through call evaluations, KPI analysis, and real-time feedback. Facilitate workshops and training sessions focused on customer service excellence, communication skills, and problem-solving techniques. Performance Monitoring: Analyze key performance metrics (KPIs) to identify trends, areas for improvement, and opportunities for recognition. Develop and implement strategies to enhance agent performance, including call handling techniques, adherence to scripts, and customer interaction quality. Regularly review and update training materials to ensure they are aligned with current business goals and customer expectations. Quality Assurance: Collaborate with the Quality Assurance (QA) team to align coaching efforts with QA findings and customer feedback. Ensure that all coaching efforts are focused on maintaining or exceeding service level agreements (SLAs) and customer satisfaction targets. Assist in the development of QA scoring guidelines and calibration sessions to ensure consistency in agent evaluations. Leadership & Team Support: Serve as a role model and mentor for agents, fostering a positive and supportive work environment. Work closely with call center supervisors and management to share insights, provide updates on coaching progress, and discuss strategies for continuous improvement. Lead by example in maintaining a high level of professionalism, customer service, and adherence to company policies. Continuous Improvement: Stay updated on industry trends, best practices, and new technologies to continuously improve coaching techniques and call center operations. Gather feedback from agents and supervisors to enhance training programs and coaching methodologies. Participate in the recruitment and onboarding of new agents, contributing to the development of an effective training and coaching program for new hires. Bachelor’s degree in Business, Communications, or a related field (preferred). 3+ years of experience in a call center environment, with a minimum of 2 years in a coaching or supervisory role. Strong understanding of call center operations and performance metrics. Excellent coaching, communication, and interpersonal skills. Ability to motivate and inspire teams to achieve performance goals. Proficient in call center software and CRM tools. #J-18808-Ljbffr

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