Coach Tech

Job Listing No: 9740000

Coach Tech

Sitel – Pasig City, Metro Manila – BRIEF JOB DESCRIPTION (SUMMARY OF MAIN DUTIES AND RESPONSIBILITIES): 1 Conduct call audits to ensure quality assurance goals set by the client are met 2 Supervise a group consisting of 18 to 20 agents 3 Manage client driven metrics (AHT,ACW,QOS,NPS,TER,etc.) using various management methodologies 4 Conduct analysis, create action plans and execute to address performance gaps 5 Mentor and develop agents to achieve thier full potential 6 Comply with GOS processes and standards BASIC POSITION QUALIFICATIONS: (Minimum Requirements for the Position) 1 At least College Graduate 2 No Attendance Issues 3 Experience coaching and mentoring others in a complex, fast paced contact center environment 4 Solid understanding of training and coaching processes and practices for adults. 5 Excellent listening and written/oral communication skills 6 Training Certifications (SMART Methodology, 7 Quality Tools, Coaching Essentials) preferred…. – Permanent – Full-time

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