Vodapay : Coach

**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 role-play 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