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    Cell C Coaching Position - Durban, South Africa - CallForce

    CallForce
    CallForce Durban, South Africa

    Found in: Talent ZA C2 - 23 hours ago

    CallForce background
    Full time
    Description

    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. Also
    responsible for the coaching of 'bottom performers' as assigned or directed.

    Responsibilities and expectations (not limited to):

    • Responsible for coaching, developing, and improving the abilities of incubation agent to
      effectively meet performance standards that lead to their successful graduation from the
      incubation program
    • Coach all incubation agents making sure they achieve a benchmark of 80% on all activities
    • Perform monitoring sessions and other development activities such as role playing, while
      meeting the required daily and weekly quotas
    • Manage and reinforce the schedules of incubation agents to ensure strong attendance
      throughout
    • Monitor maximum performance and ensure all agents performing below the 80%
      benchmark are communicated to management
    • Provide feedback through daily, weekly, and otherwise assigned reports to Management
    • Conduct daily, weekly, and otherwise assigned performance reviews of the incubation
      agents, as well as creating individual development plans where needed
    • Influence personnel decisions for assigned incubation agents
    • Identifying process improvement opportunities with the strategy and curriculum used
      throughout the incubation course map
    • Ensures 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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