Team Coach - CDC

Key Responsibilities:

• Coaching and Development:

  Conducting regular one-on-one coaching sessions with call center agents to identify areas for improvement and create personalized development plans.

• Performance Monitoring:

  Tracking key performance indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores to assess agent performance and identify trends.

• Feedback and Support:

  Providing constructive feedback to agents, offering examples of best practices, and brainstorming ways to improve specific behaviors and processes.

• Training:

  Developing and delivering training programs for new hires and existing agents to enhance their skills and knowledge.

• Collaboration:

  Collaborating with call center management and other departments to identify training needs and implement strategies to improve customer service.

• Process Improvement:

  Identifying areas for process improvement within the call center to enhance efficiency and effectiveness.

• Reporting:

  Preparing reports on team performance and customer service metrics to track progress and identify areas for further development.

• Handling Escalations:

  Assisting agents in handling escalated customer issues with professionalism and diplomacy.

Skills Required:

• Strong Communication Skills:

  Excellent verbal and written communication skills are essential for effective coaching and feedback delivery.

• Active Listening:

  The ability to actively listen to agents' concerns and understand their challenges is crucial for providing relevant and effective coaching.

• Problem-Solving Skills:

  The ability to identify and resolve issues that agents may be facing in their daily work.

• Leadership Skills:

  The ability to motivate and guide agents to achieve their full potential.

• Call Center Knowledge:

  A strong understanding of call center operations, customer service principles, and sales techniques.

• Proficiency in Call Center Software:

  Familiarity with call center software and systems is important for monitoring performance and analyzing data.