Performance Enhancement Coach
4 days ago
The role of a Performance Enhancement Coach is to develop a competency and skill set in an individual to perform effectively and efficiently in the workplace. The coach should communicate to the trainees about what is expected out of training in a simple and professional way.
Key Responsibilities:
- Impart Process & Pre-Process Training for banking operations like deposit, payments, wealth operations, commercial lending
- Developing operations education materials, such as digital presentations, how-to manuals, and instructional videos
- Preparing procedures and policies regarding techniques and appropriate agent conduct
- Scheduling and conducting training sessions on various topics to prepare and support new employees
- Training experienced employees on new or updated procedures to improve their performance
- Observing the daily operations of employees and identifying any areas of improvement
- Liaising with team leaders and managers to conduct on-the-job coaching
- Measuring the effectiveness of training sessions and preparing individual or team progress reports
- Creating and managing the training budget
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction
- Familiarity with learning management systems preferred
- Excellent knowledge of back office and customer servicing techniques (email/chat/voice) and servicing best practices
- Strong teaching abilities and mentoring skills
- Good communication, interpersonal, and conflict resolution skills
- Ability to provide leadership to personnel in a fast-paced and stressful work environment
Good to Have
- Customer-centric
- Attention to detail
- Courteous, with strong customer service orientation
- Dependable, with proficient attention to detail
- Must be goal-oriented
- Possess insight into self and others
Experience
Must have:
- 2 to 4 Years of customer service experience, preferred banking operations exp.
- Minimum of 1 year experience in training banking contact center team.
- Undergrad / bachelor's degree.
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