Deskripsi Pekerjaan
Join EMAPTA as a Team Performance Coach and become the architect of success for our new high-performing team. In this pivotal role, you'll drive operational excellence by coaching agents to exceed quality and performance benchmarks. You'll develop targeted training programs, implement continuous improvement initiatives, and foster a culture of accountability and growth. This unique opportunity allows you to collaborate with team leaders, QA specialists, and subject matter experts to elevate service delivery. EMAPTA offers a dynamic environment where your coaching expertise directly impacts business outcomes and career development. Enjoy competitive compensation, day shift flexibility, and pioneer team benefits while building a premium long-term career path with an industry leader.
Tanggung Jawab
- Coach and mentor team members to enhance performance metrics and service quality
- Develop and implement tailored training programs for new and existing agents
- Monitor performance data to identify coaching opportunities and improvement areas
- Collaborate with QA teams to establish performance standards and evaluation criteria
- Conduct regular coaching sessions and provide constructive feedback
- Drive initiatives to boost agent productivity and customer satisfaction scores
- Document coaching outcomes and maintain performance improvement records
- Partner with leadership team to align coaching strategies with business objectives
Kualifikasi
- Bachelor's degree in Business, Psychology, or related field
- Minimum 3 years experience in call center/customer service coaching
- Proven expertise in QA processes and performance metrics analysis
- Strong leadership and conflict resolution abilities
- Certification in coaching methodologies (e.g., ICF) preferred
- Advanced proficiency in performance tracking and reporting tools
- Excellent communication skills with ability to motivate diverse teams
- Experience in developing training materials and conducting workshops