Team Coach

• Implement the organizational policies in his / her respective team
• Works cohesively with support departments to ensure improved performance results

• Improve and facilitate team work and coordination through effective communication within the team
• Take escalation calls when needed and promote exceptional customer service by providing first hand resolution
• Promote professionalism in the contact center environment
• Ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks
• Have knowledge regarding efficient usage of software for data entry and/or searching
• Ensure agents are meeting attendance requirements and are adhering to floor ethics e.g. agent dressing, mobile usage and work area cleanliness
• Knowledge of the processes outlined for:
• Case Handling
• Call backs
• Escalations
• Forwarding
• Reporting / Data Logging

• Responsible for reporting when workstations, headsets, phones, equipment are not working and recommends areas of improvement to line management

• To be able to handle employee concerns and provide conflict resolution

• Resolve employees operational concerns
• To completely understand customer’s concern and respond to his/her questions in the best possible manner

• Keep the employees motivated in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs

• Create a sense of ownership among the employees
• Communicate clearly and directly with staff on a daily basis concerning performance expectations by coaching and providing timely feedback

• Check and validate the accuracy of the agent performance stats and reports
• To identify and foresee problems in the existing system and come up with initiatives and solutions and improvements in the system

• Live / Recorded call monitoring to ensure quality services are being provided to customers as per given standards

• Skilled at client management, account management and support team management
• Other related job responsibilities as assigned by Call Center Asst. Manager or Manager

All assigned reports

- Proficient in English communication

- Strong team management skills

- Strong Call Center background

- Knowledge of CC- Operations

- Excellent presentation and analytical skills

- Proficiency in basic Excel

- Ability to enhance CSAT and quality scores

-Positive approach

-Pressure Handling

-Rotational Shifts