Door Dash

2 weeks ago

Johannesburg, Gauteng, South Africa MyCalling Full time

What you will be doing

The primary purpose of the role is to provide coaching to Agents to improve and/or maintain the agents' performance which impacts customer call quality and effectiveness, via various contact responses and interactions throughout the agent life cycle.

1. Coaching**- Provides coaching in a confidential setting to improve and/or maintain service, minimise errors and capture coaching feedback onto the relevant system

  • Provides tailored coaching plans to support the BU's strategies
  • Supports an environment and culture in which individuals are encouraged to be open about any development areas. and encourages ownership, accountability and continuous learning
  • Provides roleplay experiences to entrench learnings
  • Ensures appropriate and consistent adherence to policies and procedures is maintained, entrenching high operational standards
  • Identifies areas of excellence and reinforces those behaviours/actions, ensuring the coaching session is a positive experience.

2. Feedback**- Ensures agreement and commitment to action plans

  • Provides regular and timely feedback to Agents with regards to action plans that have been set
  • Feedback to Training and Operations pertaining trends
  • Provides concrete data and examples to support the feedback

3. Customer Experience**- Ensures that the standards relevant to the coaching function of the Merchants Quality Management Framework are applied and managed effectively within the Business Unit/s

  • Manages delivery of customer experience programmes by analysing data in order to identify key priorities and aligns the coaching activities to assess and develop identified areas
  • Drives the focus on improving the customer experience on every interaction through coaching and feedback

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