Coach

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The primary purpose of the role is to provide coaching to Agents to improve and/or maintain the agents’ performance which impacts customer call quality and effectiveness, via various contact responses and interactions throughout the agent life cycle.

1. Coaching

• Provides coaching in a confidential setting to improve and/or maintain service, minimise errors and capture coaching feedback onto the relevant system
• Provides tailored coaching plans to support the BU’s strategies
• Supports an environment and culture in which individuals are encouraged to be open about any development areas. and encourages ownership, accountability and continuous learning
• Provides role-play experiences to entrench learnings
• Ensures appropriate and consistent adherence to policies and procedures is maintained, entrenching high operational standards
• Identifies areas of excellence and reinforces those behaviours/actions, ensuring the coaching session is a positive experience.

2. Feedback

• Ensures agreement and commitment to action plans
• Provides regular and timely feedback to Agents with regards to action plans that have been set
• Feedback to Training and Operations pertaining trends

• Provides concrete data and examples to support the feedback

3. Customer Experience

• Ensures that the standards relevant to the coaching function of the Merchants Quality Management Framework are applied and managed effectively within the Business Unit/s
• Manages delivery of customer experience programmes by analysing data in order to identify key priorities and aligns the coaching activities to assess and develop identified areas

• Drives the focus on improving the customer experience on every interaction through coaching and feedback

Requirements

• Minimum 2 years, Call Centre Experience

Additional Requirements

• Reached/met FCR 84% not less, over the past three months (May|June|July)
• Reached/met AHT 508 seconds over the past three months (May|June|July)