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Call Coach - Leicestershire, Leicester, LE1 1

  • A hirdetés 1130 napja lejárt
Call Coach
Location: Leicester
Salary: £18500 - £20000 per annum (depending on experience)

Mark Group is one of a kind - we have more than 2,500 employees in 17 locations around the UK and yet we are still a family-owned and run business. Growing at a huge rate of knots we are continuing to expand and are now looking to recruit a Call Coach in our Customer Relations Department in Leicester. Reporting to the Senior Customer Relations Manager as a Call Coach you will be a key member of the Customer Information Centre (CIC) team inspiring excellence in customer service.

The Call Coach will coach and drive performance of all CIC team members, continually developing and improving the quality of all customer contacts and promoting sales through coaching. This role will be a key component of continuous improvement initiatives within CIC.

Call Coach essential experience and skills.
of and demonstrated a high level of achievement in the following areas:

• Building and developing suitable infrastructure and staff to support the needs of the Customer Information Centre (CIC)
• Coaching all agents and support staff in order to develop the quality of customer contact delivery on inbound and outbound contacts.
• Monitor and assess call quality using live and recorded call monitoring (Live Contact Coaching)
• Monitor and assess the quality of written communications including, letters, email, social media and web chat
• Interpret and evaluate contact quality performance data and manage relevant actions for improvement
• Identification of training requirements. Plan, prepare and deliver one to one and group based training programmes and workshops to aid call quality, communication and revenue generation
• Positively promote high level of customer service offered both internally and externally
• Proven experience of call coaching and reporting in a contact centre service/sales/administration team
• Computer literate with experience of using Microsoft office
• 5 GCSE's A-C or equivalent including English and Maths
• Effective communication, time management and organisational skills
• Presentation & analytical skills
• Strong leadership skills & be a team player
• Ability to work on own initiative with a can do attitude

If you are looking for an exciting Call Coach job and have a passion for working in a coaching environment delivering outstanding levels of customer service and appreciate a challenging yet rewarding environment in a successful company then please apply now.

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