Performance Enhancement Coach

4 days ago


Cebu City, Central Visayas, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Role Definition

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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