Service Coach-Auto & General

Company-Auto & General
Reference #-20180816
Contract Type-Permanent
Salary-Market Related
Location-Century City, Western Cape, South Africa


Introduction
The Service Coach contributes to the organisational goals by providing coaching, guidance, recommendations, feedback to enhance Key Performance Indicators and follow up on identified coaching opportunities to call centre consultants and managers.



Job Functions
Advisory,Analysis,Analytics,Call Centre,Client Services,Communications,Compliance & Regulatory Affairs,Counselling,Data Analysis,Educator / Teacher,Graduate,Management Consulting,Monitoring & Evaluation,Sales,Strategic Communication,Training

Industries
Consulting Services,Financial Services,Insurance

Specification
•Identify coaching opportunities by considering the end to end customer experience failures. Presenting findings and recommendations on possible coaching opportunities to Management for approval in order to implement coaching initiatives.
•Ensure up to date knowledge of Auto and General Procedures and philosophies so that work meets operational and financial results against target.
•Align internal stakeholders (learning and Development) to ensure training stays relevant.
•Ensure that each call centre consultant are guided and coached in accordance with the measures, goals and objectives set for them.
•Provide feedback and reports to management and individuals in terms of performance improvement.
•Effective change management to call centre consultants in terms of communicating and procedural changes in applicable process’, scripting, product knowledge etc.
•Ensure that consultants are aligned to the Auto and General people programme through the management of the onboarding process for call centre consultants.


Requirements
Level of Education:
•Essential: Grade 12 (Standard 10)
•Desirable: Diploma / degree / certificate in coaching or training

Experience:
•4-6 years proven track record in developing skills through coaching and mentoring within a call centre environment
•Short term insurance industry experience, with experience in determining staff training / coaching requirements
•Determining needs analysis for staff training/ coaching feedback.
•Effective communication skills (verbal/written/ presentation)


Apply Here http://bit.ly/2BdpUfK

Job id : , #69430, 6 views,

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