Team Coach
6 days ago
**Coaching and Development**:Conducting regular one-on-one coaching sessions with call center agents to identify areas for improvement and create personalized development plans.
- **Performance Monitoring**:Tracking key performance indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores to assess agent performance and identify trends.
- **Feedback and Support**:Providing constructive feedback to agents, offering examples of best practices, and brainstorming ways to improve specific behaviors and processes.
- **Training**:Developing and delivering training programs for new hires and existing agents to enhance their skills and knowledge.
- **Collaboration**:Collaborating with call center management and other departments to identify training needs and implement strategies to improve customer service.
- **Process Improvement**:Identifying areas for process improvement within the call center to enhance efficiency and effectiveness.
- **Reporting**:Preparing reports on team performance and customer service metrics to track progress and identify areas for further development.
- **Handling Escalations**:Assisting agents in handling escalated customer issues with professionalism and diplomacy.
**Skills Required**:
- **Strong Communication Skills**:Excellent verbal and written communication skills are essential for effective coaching and feedback delivery.
- **Active Listening**:The ability to actively listen to agents' concerns and understand their challenges is crucial for providing relevant and effective coaching.
- **Problem-Solving Skills**:The ability to identify and resolve issues that agents may be facing in their daily work.
- **Leadership Skills**:The ability to motivate and guide agents to achieve their full potential.
- **Call Center Knowledge**:A strong understanding of call center operations, customer service principles, and sales techniques.
- **Proficiency in Call Center Software**:Familiarity with call center software and systems is important for monitoring performance and analyzing data.
**Job Types**: Full-time, Permanent
Pay: From ₹16,000.00 per month
**Benefits**:
- Health insurance
- Provident Fund
Schedule:
- Morning shift
- Rotational shift
**Language**:
- Hindi (preferred)
Work Location: In person
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