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German Team Coach

Job Description

Working within a European customer care center environment that delivers resolutions to incoming contacts from Opel/Vauxhall customers and the Dealer network. You will identify individual strengths of team members and actively foster career advancement within the team, motivating others to achieve their potential. The role holder will be required to work alongside the Team Leader to ensure that there is a joint up approach in terms of managing each individual and the overall team performance

 

Main Responsibilities:

  • Introduce coaching plans for each team member to address areas for improvement in order to strive for delivering customer excellence.
  • Complete root and trend analysis and identify appropriate improvement measures for individuals and teams.
  • To complete coaching sessions with individuals and groups, focusing on behaviours that lead to improved performance and customer experience.
  • Ensure the efficient and effective management of under performers through the supporting PIP process in order to improve identified gaps. 
  • Provide feedback to the business with regards to processes that are driving a negative customer perception with suggestions for how this could be improved. 
  • Be proactive in sharing best practice among team members by hosting team huddles where they can share experiences and outcome among each other.
  • Contribute to a positive team environment, highlighting any issues that may affect motivation.
  • To act as a champion to improve the customer experience through the coaching of individuals.
  • Generates and rolls out new and creative ideas to improve customer experience.
  • Understands the needs, talents, capabilities and interests of staff, and matches these to development opportunities.
  • Is approachable and makes time for staff even when under pressure.
  • Recognizes and rewards performance improvement.
  • Takes ownership for own performance and development.
  • Sets high standards of behavior for themselves and others, and acts consistently with these.
  • Attends weekly meetings with Line Manager and Quality Team.
  • Occasional travel to other ECCC European sites to work with wider Quality/ Operational colleagues as and when required.
  • Introduce coaching plans for each team member to address areas for improvement in order to strive for delivering customer excellence.
  • Complete root and trend analysis and identify appropriate improvement measures for individuals and teams.
  • To complete coaching sessions with individuals and groups, focusing on behaviours that lead to improved performance and customer experience.
  • Ensure the efficient and effective management of under performers through the supporting PIP process in order to improve identified gaps.
  • Provide feedback to the business with regards to processes that are driving a negative customer perception with suggestions for how this could be improved.
  • Be proactive in sharing best practice among team members by hosting team huddles where they can share experiences and outcome among each other.
  • Contribute to a positive team environment, highlighting any issues that may affect motivation.
  • To act as a champion to improve the customer experience through the coaching of individuals.
  • Generates and rolls out new and creative ideas to improve customer experience. 
  • Understands the needs, talents, capabilities and interests of staff, and matches these to development opportunities.
  • Is approachable and makes time for staff even when under pressure.
  • Recognizes and rewards performance improvement.
  • Takes ownership for own performance and development.
  • Sets high standards of behavior for themselves and others, and acts consistently with these.
  • Attends weekly meetings with Line Manager and Quality Team. 
  • Occasional travel to other ECCC European sites to work with wider Quality/ Operational colleagues as and when required.

Required Skills:

  • At least 2 years contact center experience required. 
  • Excellent written and verbal communication skills in English & supported language.
  • Ability to identify root cause issues and recommend solutions.
  • Ability to effectively monitor and evaluate performance.
  • Excellent planning, prioritising and organizational skills.
  • Can demonstrate ability to work on own initiative and as part of a team.

Desirable:

  • Coaching/quality monitoring experience.
  • Previous experience of managing teams.
  • Customer Relationship Management System experience.
  • Automotive industry experience.
  • Previous Training experience.
  • MS PowerPoint, MS Word and MS Excel experience.

Our Offer:

  • Lunch vouchers
  • Attractive rewards and additional performance based bonuses;
  • Full private medical insurance & discounted prices for the dependents of the employee;
  • Child birth support;
  • Online library access for passionate book readers;
  • Health & Nutrition: Health and wellness services @ the office;
  • Various discounts for gym classes & other recreational activities;
  • Free development training, for both personal and professional purpose, via our E-Learning platform;
  • Multicultural and enthusiastic work environment;
  • Access to the company's cultural events including well-known festivals in Romania.
  • Full relocation package

 

 

Ref: German TQ

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