CallForce Coach

3 weeks ago

Durban, KwaZulu-Natal, South Africa CallForce Full time
Job Title: CallForce Coach - Incubation Team Mentor

Responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and as well as leading and developing the team of incubation agents.

Key Responsibilities:
  • Coaching and Development: Responsible for coaching, developing, and improving the abilities of incubation agents to effectively meet performance standards that lead to their successful graduation from the incubation program.
  • Performance Monitoring: Coach all incubation agents to ensure they achieve a benchmark of 80% on all activities.
  • Scheduling and Attendance: Manage and reinforce the schedules of incubation agents to ensure strong attendance throughout.
  • Process Improvement: Identify process improvement opportunities with the strategy and curriculum used throughout the incubation course map.
  • Performance Reviews: Conduct daily, weekly, and otherwise assigned performance reviews of incubation agents, as well as creating individual development plans where needed.
Requirements:
  • Experience: Previous coaching/training experience at a contact center is advantageous.
  • Education: Matric qualification.
  • Skills: Excellent communication skills, computer literate, and clear disciplinary record.
Competencies:
  • People Skills: Must be a people's person.
  • Passion for Development: Must be passionate about other people's development and growth potential.
  • Facilitation and Communication: Must be comfortable facilitating reports, analysis, and elaborate presentations during training.
  • Results-Oriented: Delivering results and meeting client expectations.

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