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Are you highly organised with a critical eye for detail? Are you passionate about sharing knowledge and empowering others? Do you always give your best and inspire others in everything you do? We’re looking for a Performance Coach to join our Csape Town team on a fixed term basis, where you will lead the delivery of the coaching strategy for our FGH campaign, ensuring unity and alignment in approach.
Grow your career our fun-loving global community of more than 95,000 passionate people who work across 190 locations in over 50 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.
You’ll be designing coach the coach training and delivering inspirational coaching sessions to Team Leaders. The ultimate aim is to create and maintain a coaching culture in the Team Leader population, driving behaviours of Advisors and future leaders.
We’re looking for someone who understands what makes customers tick and has a knack for not only identifying problems, but also helping people solve them. If you’re able to effectively share your knowledge and experiences so that others can gain a better understanding then this could be your calling.
What you’ll be doing
- Designing, delivering and maintaining coaching masterclass sessions
- Providing insight and reports to senior stakeholders in the business
- Delivering an effective and creative coaching framework
- Using data and insight effectively to interpret areas of focus for efforts to drive improvements in performance
- Working alongside the Operations Managers and Operational Support Assistance to target coaching performance
- Enabling Team Leaders to be coaching masters, leading and driving improvements that benefit performance and enhance our customer experience
- Supporting Team Leaders through the continued development of their coaching toolkit
- Liaising with the Quality Team to continually accept changes to agent conversation and ways of working to drive personal conversations that support the business strategy
- Working alongside Quality Team to drive corrective action with the operation on the back of conversational insight and compliance monitoring
- Delivering and presenting actionable insight/change requirements to the operation which identifies process or behavioural changes that need to be made to interactions
What you’ll need
- Extensive experience of coaching at manager level
- Knowledge of the quality framework and regulatory compliance requirements
- Proven experience in an operational role measuring and improving performance
- Ability to interpret data into the appropriate action required
- People management experience
- Ability to influence and negotiate, whilst demonstrating strong leadership capabilities
- Recognised coaching qualification such as ILM Level 3, CIPD (Desirable)
- Assertive, challenging and resilient nature with strong communications skills
- PC literacy with a good working knowledge standard packages: MS Word and Excel
Each Webhelper brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients.
After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity to advance your career with our collaborative team of game-changers today.
Job Reference: SA01863