Job details

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Call Centre Coach
Surbiton, Surrey �25,000 PA TP531 permanent position	My client is looking for a new Call Centre Coach to join their team. The successful Call Centre Coach should have experience of training, coaching or call monitoring within a call / contact centre. Knowledge of the financial industry would be beneficial but not essential. You will be monitoring and scoring live customer service calls and giving training and coaching for continuous improvement. You will be in your own office and will carry out both side by side and remote monitoring. You will need excellent organisation and time management skills and be expected to provide reports each month. This is a fantastic opportunity for a driven individual to make this position their own and set gain a great career. The Call Centre Coach position pays �25,000 per annum. Call Centre Coach duties and responsibilities: � Evaluate Customer Service calls and E-mails � Ensure the delivery against Quality Assurance department goals and objectives � Liaise with Team Managers on training methods and standards � Work closely with the Line Manager to identify training or coaching opportunities that arise from ongoing call/mail monitoring � Provide one-on-one coaching to staff as appropriate based on monitoring results or individual development plans � Provide monthly reports to the business on the overall quality of calls and mails � Chair monthly meetings to suggest change and improvements

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