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Call Centre Coach

Job Summary

Develop personal and professional skills and knowledge of call centre staff to better achieve role outcomes by using one-on-one coaching and training.

Key Performance Areas/Key Responsible Areas

* Improve the performance of coachees in their roles

* Identify development needs.

* Confer with Management

* Collect and analyse performance reports.

* Assess interactions with customers and colleagues

* Develop customised coaching plans and professional development plans

* Align sales / customer care techniques with product knowledge to create holistic training/coaching interventions

* Create, edit or adapt current coaching and training material

* Implement customised coaching

* Conduct one-on-one coaching sessions

* Conduct group training sessions

* Conduct online training interventions

* Collect feedback on behavior, trends and changes thereof

* Reporting

* Compile daily, weekly and ad hoc reports

* Meet with management to discuss results of coaching interventions

* Provide honest and reliable feedback regarding coachees performance

Required Qualifications

* Matric

Desirable Qualifications

* Facilitator, Assessor or Moderators

* Call centre coaching or training qualification

Required Experience

* Call centre (sales or customer care) experience (min 1 year)

Desirable Experience

* Training and coaching in any capacity (formal training, call centre coaching, team leader)

Required Knowledge and Skills

* One-on-One coaching skills

* Good listening skills.

* Holistic problem solving skills

* Negotiating skills

* Exceptional verbal and written communication Skills

* Time-Management skills

* Computer literate. (MS Word, MS Excel, MS Access, MS PowerPoint and MS Outlook)

* Administration and reporting skills

* Decision making skills

* Presentation and facilitation skills

* Course creation skills

* Online learning skills

Desired attributes

* Ability to remain calm in pressurised situations

* Self-motivated and independent worker

* Adaptable and flexible

* Honest and reliable

* Not easily offended

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