Key Skills, Qualifications and Attributes Required

• Demonstrated knowledge and understanding of contact centre operations

• Self-management skills with the ability to multi-task, organize and prioritize

• Computer literacy and PC skills (good knowledge of MS Office)

• Excellent internal and external communication with all stakeholders and coachees

• Good problem-solving skills

• Credibility through a "sunny disposition" at all times

• Demonstrated knowledge of contact centre operations and customer support functions

• Communication and interactive behaviours that mark you as the "go to person" for all employees

• Constant innovation within the role - regular planning and brainstorming of coaching methods and styles

• Emotional control at all times, with awareness of the wider business perception when reacting to conflict

• Ability to reach sound decisions and exercise good judgment based on balanced consideration of facts, priorities and alternatives

Key Accountability

• Develop a strong team of Contact Centre Agents by taking ownership of each coachee's professional and personal enhancement through support and coaching sessions/initiatives that meet the business expectations of Collinson/Clients and Agents

• Focus on increasing agents' individual performance to directly and positively impact Collinson's profitability

• Be a role model, creating a safe environment for all employees to voice their opinions and ideas

Key Performance Indicators

• Conduct constructive weekly coaching sessions focused on increasing performance, productivity, skill, behaviour, commitment and quality

• Work to strict weekly time schedules to ensure all assigned coachees are coached

• Update the Coaching Activity Report daily to reflect coaching outcomes, and send a weekly Coaching Overview to all respective stakeholders detailing coaching activity and flagging any concerning coachees

• Complete coaching time allocation forecasts every Monday to establish which coachees will be seen on what day and time, ensuring prioritization of coachees' needs

• Meet with Quality Assurors and Team Leaders weekly to determine the status of coachees' quality, behaviours and performance

• Keep abreast of new product information or changes implemented within the assigned departments

• Identify overall operational gaps and offer appropriate recommendations and solutions

• Be involved in all Development Programs relating to relevant departments, ensuring effective handover from Trainer to Coach during the Incubation Phase; facilitate workshops upon request

• Be flexible in your position with the Company and agree to carry out whatever duties are associated with your role. Job description details may be reviewed from time to time, with weekly deliverables stipulated in a Performance Contract