Customer Service Coach

Position Summary

This role involves supporting the relevant managers within a contact centre to deliver improvements in customer centric service, the reduction of risk and the development of agents and team leaders.  You will quality assess all aspects of team members workflows measuring them against set criteria.  Through identifying gaps in performance, errors and opportunities you will coach the individuals with the aim of outperforming.



Participate in the design of all quality monitoring formats and quality standards;

Engage in the completion of quality assurance checks for agents and team leaders on the assigned project, within agreed volumes of checks;

Ensure that the quality assessment databases are updated with individual checks;

Collaborate checking methodology with other CS Coaches to ensure objectivity;

Undertake project work establishing root cause of areas of lower performance and establish coaching approaches;

Develop and deliver constructive coaching sessions for the relevant staff;

Positively acknowledge any agents operating within Tier 1;

Support the Campaign Manager with relevant information on agents in Tier 3/4 for more than 3 consequent months;

Design and deliver workshop coaching sessions should there be a multiple agent gap;

Provide regular feedback to all stakeholders as necessary;

Liaise with other units on any required updates and developments of any quality monitoring tools, programmes, databases or processes required to improve quality;

Follow agents’ performance and provide feedback to management and to individual agents as required;

Engage in regular coaching sessions with employees;

Provide on the floor support to staff members when required;

Develop and monitor personal development plans for all employees;

Participate in quality calibration sessions as required with different stakeholders;

Liaise with other units within the Group and co-ordinate the scheduling of workshops and other coaching programmes;

Participate and contribute to the identification of knowledge gap analysis exercises;

Support the Learning and Development Manager in aspirations of External Quality recognition awards or certifications;

Engage in any other duty as assigned by Management.


Characteristics / Behaviours

Possess flexibility

Be able to work in a team but also independently

Be punctual and have time management skills

Be self-motivated

Be openminded

Be enthusiastic and motivational

Possess problem solving skills

Be able to communicate and listen to others


Skills and Experience

Have prior experience of coaching

Be experienced in quality assessments

Possess at least 3 years contact centre experience

Have very good working knowledge of Microsoft Office Applications


World Aviation Group is an Equal Opportunities Employer.

Posted: Mon 25 May 15

Note: This job advertisement is no longer active.

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