
Call Centre Performance Leader
1 week ago
About this Role
As a passionate Coach, you'll guide new call centre consultants through their onboarding experience.
You'll provide real-time support, mentorship, and feedback to build confidence, develop skills, and uphold high-quality call standards during the critical nesting phase.
Key Responsibilities:
- Provide day-to-day supervision, training and coaching to new consultants during their onboarding phase
- Facilitate workshops, huddles, and call calibrations to reinforce best practices
- Deliver real-time, constructive feedback to drive continuous improvement
- Act as the first point of contact for queries and escalations from new team members
- Monitor key performance metrics including call quality and customer satisfaction
- Collaborate stakeholders to ensure seamless onboarding
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