Call Centre Coach

Client Affinity Health
Reference # 18/2017
Published 07/07/2017
Contract Type Permanent
Location Benoni, Gauteng, South Africa
Introduction
Core Purpose
Maximize Call Centre Agent effectiveness by coaching, developing and supporting Call Centre staff by
ensuring that all formal training is implemented in practice.
Job Functions Training
Industries Call Centre & Helpdesk
Specification
) Key Role Outputs
a) Prepare new and existing Call Centre Representatives by developing and implementing individual
coaching plans and providing assistance.
b) Determine training needs for Call Centre Agents; observing encounters with internal and
external Customers; studying reports and conferring with Management.
c) Develop individual results by maintaining policy and procedure resources; providing coaching;
conducting training sessions; developing outcome improvement resources.
d) Improve coaching effectiveness by developing new approaches and techniques; support readily
available; integrating support with routine job functions and recommending training
interventions to management and Training Department.
e) Create and present formalized training on a variety of topics.
f) Update job knowledge where necessary.
g) Accomplish Coaching by completing related results as needed.
Requirements
Mandatory Qualifications
a) Matric certificate or equivalent
b) Computer literacy - MS Word, MS Excel, MS Access, MS PowerPoint, and MS Outlook.

4) Advantageous Qualifications
a) Facilitators, assessor or moderators
b) Call centre coaching or training qualifications

5) Mandatory Experience/Exposure
a) Analytical, decision making, organisational and problem solving skills.
b) Excellent communication, negotiating and presentation skills.
c) Team work.
d) Train, coach and motivate team.

6) Advantageous Experience/Exposure
a) Training and coaching in any field
b) Call centre coaching or training

7) Knowledge and Skills
a) Provide feedback.
b) Self-development.
c) Suggest training interventions.
d) Employee support.

8) Desired attributes
a) Sound interpersonal relations.
b) Performance and results driven.
c) Independent thinker.
d) Self-Confidence.
Job Closing Date 04/08/2017
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