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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong coaching and mentoring capabilities to enhance agent performance, while effectively analyzing performance data and providing actionable feedback. Builds stakeholder relationships and drives continuous improvement initiatives within the team.
Highest-signal resume keywords
Coaching And DevelopmentPerformance AnalysisInterpersonal CommunicationProblem-SolvingStakeholder Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Effective CommunicationOrganizational SkillsAbility To PrioritizeCalm Under PressureFeedback Provision
Industry Keywords
Consumer ElectronicsDomestic ApplianceCentral HeatingTeam PerformanceContinuous Improvement
About the role
Key responsibilities & impact- Provide real-time sales and knowledge support
- Support escalation calls and provide coaching and feedback
- Coach and develop new agents during and after induction
- Provide immediate development QA feedback and agree effective coaching plans
- Complete call-taking activities as part of BAU activity
- Give feedback to enhance agent and team performance
- Analyze agent performance data and coach to improve performance
- Review intraday performance and focus the team on areas of need
- Support additional coaching requirements and mentor others
- Work with L&D during induction call-taking activities
- Hold team huddles when required
- Role-model professional standards and coach people against them
- Drive continuous improvement with Performance and Knowledge Specialists, L&D and IT
- Build and maintain stakeholder relationships across the business
- Design, manage and track team and department incentives within budget
Requirements
What you’ll need- Effective interpersonal, written and communication skills at all levels, internally up to Director level and externally
- Excellent problem-solving skills
- Highly organized with the ability to prioritize tasks effectively
- Ability to remain calm under pressure
- Ability to improve performance through effective coaching
- Ideally, experience within Consumer Electronics, Domestic Appliance or Central Heating sectors
- Passion, drive and capability to become a leader of leaders
Benefits
Comp & perks- Personal and Professional growth encouraged
- Internal Mobility programmes providing networking opportunities
- Leadership development programmes
- Hybrid work / work-life balance
- Health Cash Plan
- Instant discounts
- Credit building tool
- Salary Finance Loans
- Electric vehicle leasing
- Long service awards
- One free Domestic & General protection plan each year
- Discounted rates of up to 50% on additional protection plans
- Referrals for family and friends