Job Purpose

• Provide coaching, guidance, feedback, recommendations and follow up on identified coaching opportunities to call centre consultants and managers. Focus on an end-to-end basis on service complaints, customer feedback, surveys, SQA, product change/new product alignment training and other best in class call center techniques in order to support an excellent delivery of the customer experience.

Responsibilities

• Customized Coaching Plan and Delivery
• Develop training courses to fill gaps in existing programs, methods or tools. Run training programs for specific technical areas using prepared content.
• Provide one-on-one coaching to improve performance (product knowledge, policies, procedures, and compliance). 
• Ensure that each consultant are guided and coached in accordance with the measures, goals and objectives set for them.
• Align internal stakeholders (Learning and Development Department) to ensure training stays relevant.
• Ensure effective change management to consultants in terms of communicating and procedural changes in applicable process’, scripting, product knowledge etc.
• Ensure that consultants are aligned to the brand specific people programme through the management of the onboarding process for consultants.
• Coaching Needs Analysis
• Support the identification of learning needs by analyzing performance and competence data to identify gaps in relation to required levels; recommend priorities for Learning and Development interventions.
• Identify coaching opportunities by considering the end to end customer experience failures.
• Operational Compliance
• Develop knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Identify, within consultant’s performance, instances of non-compliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, provide coaching when required.
• Work Scheduling and Allocation
• Organize own work schedule each day in line with changing priorities.
• Insights and Reporting
• Extract and combine data to generate standard reports. Provide continuous feedback and reports to individual and management in terms of coaching impact as well as performance improvement.
• Present findings and recommendations on possible coaching opportunities to Management for approval in order to implement coaching initiatives.
• Internal Client Relationship Management
• Build effective working relationships within the internal support departments within the organization, delivering high-quality professional services. Consult and provide feedback and support to consultant’s managers and consultant in terms of required coaching needs.
• Performance Management
• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Ensure up to date knowledge of STI Procedures and philosophies so that work meets operational and financial results against targets. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)