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Employer: Appcast Enterprise
Salary:
Date Added: 29/04/2024

What you will do

This is a coaching & performance development role where you are expected to use a variety of skills to maximise performance and customer experience across all relevant cross functional teams.  

To are expected to be subject matter experts, responsible for the maintenance of all regulatory & nonregulatory training across the CSC, identifying performance gaps and delivering coaching plans to meet their full potential. 

This is an office-based position with our office located in Cheetham Hill, Manchester.

Please note, this is a full-time position – 12hrs shifts, working 2 days, 2 nights, 4 off.

What we offer

  • Competitive salary  

  • Paid holidays and sick pay 

  • Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products 

  • Extensive product and on the job/cross training opportunities with outstanding resources available 

  • Encouraging and collaborative team environment 

  • Career development through various career ladders including Customer Service 

  • Dedication to safety through our Zero Harm policy 

  • Access to business resource groups 

  • Training on our company values 

How you will do it

  • Delivery of regular coaching one to one meetings with contact centre agents and developing coaching plans 

  • Responsibility for maintaining regulatory & nonregulatory knowledge and delivering this to the CSC

  • Proactively handle customer calls in accordance with the needs of the business meeting own and team KPI’s 

  • Recommendations for process improvements and put solutions into practice to continually improve our service and enhance customer experience

  • Identify, build and maintain positive relationships with L&D leads, utilising this relationship to develop and deliver training plans

What we look for

  • Contact centre experience

  • Experience of successfully driving performance through coaching  

  • Ability to flex and deliver in a fast-paced environment

  • Ability to engage, challenge and influence

  • Obtained or aware of recognised coaching and development qualifications (CIPD, CPD as an example) 

  • Able to apply LEAN Six Sigma Greenbelt or systems thinking methodology to process improvement 

  • Attention to detail

#LI-JB3

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Application Deadline: 10/06/2024
Contract Type: Permanent
Submitted Applications: 0

Apply Now

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