Customer Service Coach

Customer Service Team CoachOnsite in ZagrebWe are looking to recruit a Customer Support Team Coach to join our team on a full-time basis. The Coach will provide leadership support to Customer Support agents ensuring that service levels and performance targets are met. To effectively manage, develop and motivate team members, ensuring all are provided with the support necessary to achieve established Customer Service standards and metrics.Key Role Responsibilities: Exhibit Integrity by promoting a positive and professional image of self and businessEmbrace Change by staying educated on the business’ ever-changing processes including but not limited to the eComm landscape through the use of Knowledge Base, Training and Calibration sessionsBe Accountable for your team members; clearly communicate and educate on the business’ goals so that each individual fully understands their roleBe passionate about your Personal Growth and that of each team member; identify opportunities for improvement in areas of productivity and quality and make recommendations for re-training or upskillingFocus on the development of the team as a whole; ensure that performance feedback given, is relevant and timely; evaluate, assess and assign new performance OKRs (Objectives/Key Results) weekly, monthly, bi-yearlyBuild and maintain relationships with other departments to assist with customer inquiries (i.e. BTC, Financial Services, Fraud, Service Excellence, Training, WFM etc.)Utilise the resources and tools available to better assist with Performance Management, Team Member Development and S.M.A.R.T Goal settingTableau Reports – BTC, Scorecards etcUtilise telephone software for completing Live Monitoring for each team memberUtilise e-Mail and Chat software to monitor interactions in real timeMonitor appropriate Matter Most Conference RoomsBe responsible for taking action on follow-ups collected during team meetings and coaching sessionsWork with along with Human Resources to ensure compliance with policies as set out on Code of Conduct; with discipline, counselling and follow-ups needed to correct behavioursEncourage participation in Team Building, Social, Wellness and other company sponsored initiatives and promote an environment that embodies Team Work with peers and leaders locally and globallyMotivate and engage team members and ensure that monthly Rewards & Recognition nominations are selected using the B.E.E.R criteriaParticipate in the implementation, execution and evaluation of all CS Operations initiativesPerform any other duties as deemed necessaryManage employees with respect to applicable organisational CS processes (HR, Scheduling, Quality, etc.)Communicate team progressCreate, communicate and coach a high level of expectations for team members and hold them accountable for actions and commitments. Key Personal Responsibilities:1-3 years’ experience supervising employees in a fast-paced, constantly changing environmentMinimum of 12 months with Call Centre Services and/or a proven solid understanding of the industry and internal processesOutstanding problem solving and negotiating skillsOutstanding conflict resolution skills with both clients and staff membersAbility to build rapport and adapt to changeExceptional organization and multi-tasking skills combined with an exceptional work ethic and attention to detailExcellent verbal and written communication skillsProficient in Microsoft Office (Word, Excel and Outlook) and Mobile applications