Job Description

OVERALL PURPOSE OF JOB:

The position of the Team Coach is to lead an inbound/outbound team within the Operations environment to ensure that all targets are met accordingly, to maintain quality of the service from the agents and to ensure that it gets delivered in conjunction with IsonXperiences customer goals and objectives. The Team Coaches are also expected to work within all teams of the Contact Centre to ensure that the BPS Customer Experience is delivered all the time every time. A strong focus upon the delivery and achievement of staff satisfaction and customer satisfaction targets are essential.

Main Responsibilities will include but will not be limited to:

• Leading and managing a team of +- 13 agents
• Coaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthly
• Total performance management, monitoring and driving team targets
• 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
• Provide coaching and feedback to agents weekly
• Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).
• Set key performance indicators for agents and review agent performance according to KPIxc3xa2xe2x82xacxe2x84xa2s in conjunction with Contact Centre Manager on a regular basis
• Assist in agent career development
• Resolve daily queries
• Compile reports and report on progress
• Liaise daily with Workforce Management team to ensure effective resource planning.
• Taking correct disciplinary measures where necessary
• Assess and identify training needs
• Promote service delivery
• Escalate and manage customer queries as required
• Coach staff on BTG/BPS policies and procedures
• Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
• Develop and gain approval of and execution of all deliverables
• Develop, contribute to and maintain the team and Contact Centrexc3xa2xe2x82xacxe2x84xa2s outputs and KPIxc3xa2xe2x82xacxe2x84xa2s
• Strong internal and external relationship building
• Represent the customer to the rest of the business xc3xa2xe2x82xacxe2x80x9c Customer Advocatexc3x82
• Excellent communication both oral and written
• Ensure escalations processes are maintained and implementation of new processes with team buy in
• Be proactive with own development using available learning resources on a daily basis.

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KNOWLEDGE AND SKILLS:

• Proficiency in MS Office
• Good interpersonal conflict resolution skills
• Good team leadership and people management skills

EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:

• Grade 12 / Matric
• Previous Team Coach experience within a Contact Centre environment / experience in Vodacom Postpaid will be advantageous
• Good performance management experience

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