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Team Performance Coach

2 months ago

Manchester, United Kingdom Johnson Controls International Full time
About the Role

We are seeking a highly skilled and experienced Team Performance Coach to join our Customer Service Centre at Johnson Controls International. As a key member of our team, you will play a critical role in enhancing performance and improving the customer experience across all cross-functional teams.

Key Responsibilities
  • Conduct regular one-to-one coaching sessions with customer centre agents and develop tailored coaching plans to help them achieve their full potential.
  • Maintain and deliver both regulatory and non-regulatory knowledge to the CSC, ensuring that all team members have the necessary skills and expertise to excel in their roles.
  • Proactively handle customer calls, meeting both personal and team Key Performance Indicators (KPIs) to ensure exceptional customer service.
  • Recommend and implement process improvements to continually enhance our service and customer experience, driving business growth and excellence.
  • Build and sustain positive relationships with Learning & Development leads to develop and deliver effective training plans that align with our company values.
Requirements
  • Experience in a contact centre environment, with a proven track record of driving performance through coaching and development.
  • Strong skills in engaging, challenging, and influencing others, with the ability to adapt and thrive in a fast-paced environment.
  • Strong attention to detail and ability to maintain accurate records and reports.
  • Recognised coaching and development qualifications (e.g., CIPD, CPD) preferred, but not essential.
  • Familiarity with LEAN Six Sigma Greenbelt or systems thinking methodology for process improvement an advantage.
What We Offer
  • A competitive salary and benefits package, including pension scheme, Life assurance, employee assistance programme, Employee referral scheme, Discounts on high street brands, Discounts on Johnson Controls security products.
  • Extensive product and on-the-job/cross-training opportunities to support your career development.
  • A supportive and collaborative team environment, with a commitment to safety through our Zero Harm policy.
  • Access to business resource groups and training aligned with our company values.