Deskripsi Pekerjaan
Asurion is seeking an experienced Coaching Manager to drive performance excellence within our call centre operation located in Iloilo City, Philippines. As a trusted subject-matter expert, you will serve as an advisor to Site Directors, delivering strategic coaching that elevates team performance, optimizes customer service processes, and supports business growth.
In this role, you will design and implement comprehensive coaching plans tailored to the needs of frontline agents, team leads, and supervisors. You will monitor key performance indicators (KPIs) such as call handling time, first-contact resolution, net promoter score (NPS), and customer satisfaction (CSAT), using data-driven insights to craft personalized development pathways.
Your expertise will also involve facilitating interactive training sessions, conducting one-on-one coaching meetings, and recognizing high-performing agents to reinforce best practices. By fostering a culture of continuous learning and accountability, you will help the site achieve operational benchmarks while enhancing employee engagement and retention.
The ideal candidate is a results-oriented leader with strong communication, analytical, and interpersonal skills. You thrive in a dynamic environment, are passionate about mentoring others, and possess a solid understanding of call centre dynamics in the Philippine market.
Join Asurion and shape the future of customer support—where your coaching expertise directly impacts team success and delivers exceptional experiences for our customers.
Tanggung Jawab
- Partner with Site Directors to align coaching initiatives with business objectives and performance targets.
- Design, deliver, and continuously improve coaching curricula, training modules, and skill-development programs.
- Monitor and analyze KPI dashboards (e.g., AHT, FCR, NPS, CSAT) to identify coaching opportunities and track progress.
- Conduct regular one-on-one and group coaching sessions, providing constructive feedback and performance action plans.
- Develop and maintain coaching resources, including call recording libraries, best-practice guides, and e-learning content.
- Drive a culture of accountability by setting performance standards, recognizing achievements, and addressing performance gaps promptly.
Kualifikasi
- Bachelor’s degree in Business Administration, Human Resources, Communications, or a related field.
- Minimum of 3‑5 years of experience in a call centre or customer service environment, with at least 2 years in a coaching or training role.
- Proven ability to interpret data and translate insights into actionable coaching interventions.
- Strong interpersonal and communication skills, with the ability to motivate and influence diverse teams.
- Experience using CRM systems, call-monitoring tools, and reporting platforms (e.g., NICE, Verint, Salesforce) is a plus.
- Result-driven mindset with a focus on achieving measurable performance improvements.