Contact Centre Coach

2 weeks ago


Banbury, United Kingdom Cactus Search Full time

We are currently supporting a key client of ours with the recruitment of a new **Contact Centre Coach** for their Customer Services function in their Banbury site.
The main purpose of this role will be to support the business on boarding process & operations with all new starters & existing employees coaching requirements.**Job Purpose;**:

- Be responsible for leading development coaching & wider learning environment that delivers an engaging experience to all new starters & exsisting employees.
- Contact centre coaching & development experience
- Ensure that best-in-class service is provided via a robust quality & training model.
- Working closely with key stakeholders (Team Leaders & Operations Manager) to deliver the strategy.
- Identify execution weaknesses and communicate findings and recommendations to Operations Management.
- Hold regular bench marking sessions with Operations Management and Team Leaders to ensure that customer quality monitoring standards are understood and consistently assessed.

**Experience & skills**:

- Previous experience in leading a team within a training or coaching role.
- Contact centre training & coaching experience preferred.
- Experience in training/quality assurance within customer service and support roles
- Ability to work under pressure to deadlines
- Knowledge of MS Excel for reporting and analytics
Please contact



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