Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- New Hire Support: Actively supporting new hire development through conducting learning cross checks and providing feedback.
- Coaching Others: Providing advice, training and feedback to an individual for the purpose of developing potential, enhancing performance and aligning goals within an organization. Patiently working with the individual in a focused and tailored manner to meet the specific needs of that individual.
- Support and Motivate Others: Energizing and engaging others in support of, and commitment to, increasing customer satisfaction and achieving goals by creating a shared vision, role modeling performance and professionalism.
- Observing Behaviors: When not assisting with a call/chat, support coaches should be observing call/chat behaviors of CSRs, including, but not limited to, putting a customer on hold, using Computer Telephony Integration (CTI), and efficient navigation of resources and tools.
- Adaptability: Adjusting behavior and attitude to accommodate changing circumstances. Continuing to function effectively during times of change.
- Performance Management: Working with employees to establish and achieve clear, measurable performance objectives that link to organizational goals. Monitoring performance against agreed-upon
- Objectives: Providing the individual with accurate behavioral feedback in a manner that maintains self-esteem.
- Positive Impact: Demonstrating a professional demeanor and a positive and optimistic outlook. Behaving in a manner that generates confidence in one’s ability and commitment. Creating a positive impression and fostering a positive environment.
- Actively seeking information from others regarding one’s performance, suitability for job requirement, and impact on others and using the feedback for personal growth and improvement.
Job Requirements
- Bachelor’s Degree
- Fluency in English is a must.
- Customer service experience in a call center setting.
- At least 6 months experience as a SME in Call center.
- Telecommunication experience.
- Very Good Skills (Excel and PowerPoint).
- Very good communication skills.
- Very good problem-solving skills.
- Good coaching skills.
- Gauge learner knowledge: Having knowledge of where learners are in their learning whenever providing support.
- Self-Awareness: Knowing and managing one’s own emotions, strengths, weaknesses, passions, interests and values.
