Team Coach

3 weeks ago

Lahore, Punjab, Pakistan ibex Full time

The Supervisor is responsible for managing and developing their assigned team to ensure optimal performance, adherence to quality standards, and achievement of daily, weekly, and monthly targets. The primary focus is on coaching, motivating, and guiding team members to deliver exceptional customer service while contributing to the overall success of the Contact Centre.

Responsibilities

  • Review and analyze previous day's team performance, identifying trends and improvement areas.
  • Recognize and highlight individual team members who demonstrate strong performance, while also identifying those who require support.
  • Ensure team performance boards are updated daily and acknowledge top performers to boost morale and maintain energy on the floor.
  • Conduct one-on-one sessions with team members who are underperforming, including those previously coached but showing limited progress.
  • Submit team-specific swap, leave, or coverage requests to the Lead Supervisor or Manager Operations for approval.
  • Identify focus areas from recent customer feedback, cancellations, or call reviews and conduct coaching sessions accordingly.
  • Participate in call listening sessions to assess and improve agent performance; use findings to provide constructive feedback.
  • Maintain open communication with team members to address attendance, adherence, and any performance-related concerns.
  • Coordinate with internal departments (WFM, Tech, HR, etc.) to resolve any team-related operational issues.
  • Ensure that all tools, system IDs, and access credentials for new or existing agents are functioning and mapped correctly in collaboration with the relevant teams.
  • Regularly share performance reports (e.g., cancellation rate, install rate, close rate) with team members and discuss results.
  • Support the implementation of best practices in collaboration with the verification and quality teams.
  • Escalate recurring process gaps or agent issues to the Lead Supervisor or Manager Operations for resolution.
  • Monitor team calls for quality assurance, minimize errors, and identify training or process improvement needs.
  • Set performance targets for individual team members and track progress consistently.

Qualifications
  • Strong leadership and coaching skills with the ability to motivate and develop team members
  • Excellent interpersonal and conflict resolution skills
  • Proficient in MS Office, particularly Excel and PowerPoint
  • Strong reporting, documentation, and analytical capabilities
  • Good written and verbal communication, including professional email writing
  • Ability to manage multiple tasks and maintain performance under pressure
  • 2–3 years of customer service or contact center experience required
  • Bachelor's degree preferred; additional certifications or professional training is a plus
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