Cell C Coaching Position

2 weeks ago


Durban, KwaZulu-Natal, South Africa CallForce Full time

As a key member of the CallForce team, the Cell C Coaching Position plays a vital role in the development and performance of assigned incubation teams. This involves facilitating the course map, leading and developing the team of incubation agents, and coaching 'bottom performers' as assigned or directed.

Responsibilities include:

  • Coaching, developing, and improving the abilities of incubation agents to effectively meet performance standards and graduate from the incubation program
  • Ensuring all incubation agents achieve a benchmark of 80% on all activities
  • Performing monitoring sessions and other development activities, such as role playing, while meeting daily and weekly quotas
  • Managing and reinforcing the schedules of incubation agents to ensure strong attendance throughout
  • Monitoring maximum performance and communicating to management any agents performing below the 80% benchmark
  • Providing feedback through daily, weekly, and assigned reports to Management
  • Conducting daily, weekly, and assigned performance reviews of incubation agents, as well as creating individual development plans where needed
  • Influencing personnel decisions for assigned incubation agents
  • Identifying process improvement opportunities with the strategy and curriculum used throughout the incubation course map
  • Ensuring performance, graduation, and attendance goals of incubation are consistently met

Desired Experience and Qualifications:

  • Previous coaching/training experience at a contact center is advantageous
  • Clear disciplinary Record
  • Matric
  • Excellent communication skills
  • Computer literate
  • Clear criminal record
  • Must be South African Citizen

Competencies:

  • Must be a people's person
  • Must be passionate about other people's development and growth potential
  • Must be comfortable facilitating reports, analysis & elaborate presentations during training
  • Present and communicate information
  • Coping with pressures and setbacks
  • Delivering results and meeting client expectations
  • Excellent administrations skills
  • Attention to detail
  • Good verbal communication skills
  • Excellent adherence and QA scores


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