Job Description

The position of the Team Coach is to lead an inbound voice/messaging/email customer services team and to maintain quality of service delivered in conjunction with customer goals and objectives. The Team Coach is also expec...POSITION INFO:M-KOPA Customer Service - Team Coachxc3x82The position of the Team Coach is to lead an inbound voice/messaging/email customer services team and to maintain quality of service delivered in conjunction with customer goals and objectives. The Team Coach is also expected to work within all teams of the Contact Centre to ensure that Customer Experience is delivered all the time.Main Responsibilities will include but will not be limited to:

• Leading and managing a team of +- 18 agents
• Coaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthly
• Attendance and leave management process and updating matrix
• Manage and motivate agents through different forms
• Quality management/improvement through call evaluations for each agent weekly
• Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).
• Logging and resolving cases on the case management tool.
• Set key performance indicators for agents and review agent performance according to KPIs in conjunction with Contact Centre Manager on a regular basis
• Assist in agent career development and identify training needs
• Resolve daily queries and promote service delivery
• Compile reports and report on progress
• Liaise daily with Workforce Management team to ensure effective resource planning.
• Taking correct disciplinary measures where necessary
• Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
• Agent utilization monitoring and management of shifts, schedules in conjunction with WFM
• Strong internal and external relationship building
• Ensure escalations processes are maintained and implementation of new processes with team buy in

xc3x82Skills and ExperienceEXPERIENCE

• Team leader experience 1-2 years within a Contact Centre environment
• Good performance management experience
• Grade 12 Certificate and leadership training
• Financial services background

PROFESSIONAL AND INTERPERSONAL SKILLS:

• Excellent communication both oral and written
• Demonstrate the ability to manage workload and prioritize activities
• High level of integrity, professionalism and trustworthiness
• Problem solving skills
• Excellent Attention to detail
• A successful track record in meeting targets and achieving premium customer service
• Positive attitude to work.

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