Do you have proven experience of training and coaching a customer service team?

Our clients is a vibrant, employer of choice locally who are looking to recruit a Customer Services Quality Coach to support the staff members within their busy customer service teams.

You will deliver coaching sessions, motivate and challenge colleagues to achieve goals by identifying quality improvements through evaluating interactions in a quality software on a daily basis. You will help managers to identify training needs and work with the Customer Service Improvement Team Lead to develop training plans, support on boarding and coach the team in providing quality support with contact handling in all stages of service. You will be meeting monthly targets and demonstrating improvements week on week.

Duties will include the following:
Work closely with each Team within the Customer Services Department to monitor calls and email interaction had with our Customers.
Have exceptional time management skills. This should result in a high level of productivity whilst also working to achieve your own and department's objectives.
Input a weekly target of interactions per Agent into our quality software and use the results to build a plan on how to work with each person.
Conduct side by sides with each Agent within the department coaching them on their goals set and demonstrating how these work as a best practice.
Ability to prioritise key hot spots in order of severity and impact on department.
Ability to identify quality improvements in how we interact with Customers and be proactive with solutions to improve.
Work with the CS Improvement Team Lead on best practices to implement and address any concerns that need further action.
Participate in 1-1s and quality feedback sessions with the Agents, setting reasonable goals for them to action.
Recognise when goals are not being met and liaise with the CS Improvement Team Lead on how to proceed with a 'Performance Improvement Plan'.
Work closely with each Team's Team Leader on how you are working with their team, the goals set for each person and what actions are being taken.
Document all feedbacks with the Agents keeping management and the Agent updated on all progress.

Key skills required:
You will need previous coaching experience within a Customer Service environment
Good MS office skills; Word and Excel mainly.
Ability to work independently or in a Team environment.
Excellent communication skills (written and verbal) with confidence at communicating at all levels.
Self-motivated with a proactive approach and demonstrates a 'can do' attitude.
Proven track record on meeting KPIs and delivering quality as a first priority.
Quick to adapt and learn new skills.
Ability to influence others to gain consensus on improving a process or service.
Proven track record on meeting KPIs and delivering quality as a first priority.

If you have proven experience of coaching and training a customer service team then this may be the role that you have been looking for.

Apply on line today.