Job Details
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Job Description
- New Hire Support: Actively supporting new hire development through conducting learning cross checks and providing feedback.
- 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. 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.
- 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.
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.
- Very Good Skills (Excel and PowerPoint).
- Very good communication skills.
- Very good problem-solving skills.
- Good coaching skills.
