Vodapay : Coach

2 weeks ago

Johannesburg, Gauteng, South Africa MyCalling Full time

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.

1.2.
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

  • Vodapay : Coach

    2 weeks ago

    Johannesburg, South Africa MyCalling Full time

    **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,...

  • Portfolio Manager Digital Media

    6 days ago

    Johannesburg, South Africa Vodafone Full time

    . When it comes to growing Talent, we're number 1.  The number 1 Top Employer in South Africa.  Certified by the Top Employer Institute 2024. Role Purpose/Business Unit: There is a strong focus on promoting Vodacom as more than just a Telco. One of the key acceleration units is Vodacom Financial Digital Services and the range of products...

  • Product Marketing Consumer Lead

    20 hours ago

    Johannesburg, South Africa Vodafone Full time

    . When it comes to growing Talent, we're number 1.  The number 1 Top Employer in South Africa.  Certified by the Top Employer Institute 2024.   Role Purpose/Business Unit: The primary focus is on promoting Vodacom as more than just a telecommunications company. A key acceleration unit is Vodacom Financial Digital Services, encompassing a...

  • Product Marketing SMME Lead

    20 hours ago

    Johannesburg, South Africa Vodafone Full time

    . When it comes to creating a place where everyone is welcome, we're number 1.  The number 1 Top Employer in South Africa.  Certified by the Top Employer Institute 2024.   Role Purpose/Business Unit: The primary focus is on promoting Vodacom as more than just a telecommunications company. A key acceleration unit is Vodacom Financial...