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Key elements of the role will include:
- Monitoring call quality and providing coaching to call centre team members - improving performance.
- Conduct 1-2-1 feedback sessions, clearly and effectively delivering opportunities for improvement and areas of strength in team members.
- Assisting in managing individual and team KPIs - ensuring a focus on quality, call time and collection outcomes.
- Ensuring call agents adhere to quality standards and compliance guidelines for our customers and clients.
- Assisting in online testing with agents - monitoring performance standards.
- Helping to raise the bar around data quality entered into our systems - identifying and advising on areas for change/improvement.
- Help train new and existing team members to build and grow individual capability.
- Assisting with client collaborations
- Assisting with ISO internal/external audits
Requirements
To be successful in the role, you will need to demonstrate:
- Must have a regulatory background
- Good IT skills - able to adapt and use new systems.
- Problem-solving skills, able to look for solutions without having to ask.
- Previous coaching and training experience within a telephony environment.
- An analytical mindset - able to understand complex issues and identify issues/opportunities.
- Clear communication capabilities - both written and verbal.
- Previous practical experience in coaching and training telephony teams.
- An ability to work shifts between 8 am and 6 pm, Monday to Friday.
