Performance Coach

hace 2 semanas

Barranquilla, Atlántico, Colombia 8dafe632-def0-4438-9bc8-a7975e658a26 A tiempo completo $30.000.000 - $60.000.000 al año

POSITION SUMMARY:

We are seeking a dedicated and experienced Performance Coach to join our team and provide comprehensive coaching and leadership to support our call center agents. The ideal candidate will be responsible for improving the overall performance of our call center by identifying areas for improvement, developing coaching programs, and delivering coaching sessions to enhance the skills and productivity of our agents. If you are passionate about driving excellence and have a proven track record in call center coaching, we encourage you to apply.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Regularly assess call center metrics and performance data of agents to identify trends, areas for improvement, and training needs.
  • Conduct a minimum of 4 coaching sessions per day to ensure consistent development and performance enhancements of contact center agents
  • Collaborate with Operations Managers, Customer Experience Associates and agents to ensure effective communication and alignment of performance expectations
  • Create and deliver training materials, resources, and workshops to support the ongoing development of call center agents.
  • Monitor and evaluate the effectiveness of coaching programs and adjust strategies as needed to maximize impact.
  • Stay updated on industry best practices and emerging trends in call center operations and coaching methodologies.
  • Provide and document interactive coaching, remote and on-site call observation, and provide impactful feedback.
  • Handle escalated calls with a proactive and solution-oriented approach.
  • Engage with clients to gather feedback, share insights, and provide proactive recommendations for performance improvements
  • Use dashboards/reports to track, optimize, and represent performance targets along with finding opportunities for improvement.
  • Ensure 100% compliance with processes and protocols implemented by the company and clients.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:

* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.

MINIMUM JOB REQUIREMENTS: (Education, Experience, Skills)

  • Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
  • Proven experience in a call center environment, with a strong understanding of call center operations, metrics, and performance management.
  • Demonstrated success in coaching and developing call center agents to achieve performance targets and deliver exceptional customer service.
  • Excellent communication and interpersonal skills, with the ability to build rapport and provide constructive feedback to individuals at all levels of the organization.
  • Strong analytical and problem-solving abilities, with the capacity to interpret data and identify performance trends and opportunities for improvement.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment.
  • Certification or training in coaching methodologies and performance management is a plus.
  • Minimum of B2 English proficiency
  • Training hours: 8am - 5pm
  • Hours of Operations post training: Monday - Friday: 7am to 6pm PST (9am to 8pm CST) | Saturdays 9am - 2pm PST (11am - 4pm CST)

  • Carrier Sales Manager

    hace 2 semanas

    Barranquilla, Atlántico, Colombia e360256a-28e4-4faf-a70a-18813c9b0d21 A tiempo completo US$80.000 - US$120.000 al año

    Carrier Sales ManagerLocation: Barranquilla (On-site)As a Carrier Sales Manager, you will be responsible for overseeing the performance and development of Carrier Sales Representatives, both on-site in Barranquilla, Colombia, and some remote team members. This includes, but is not limited to: managing personnel schedules to ensure consistent coverage,...

  • Carrier Sales Manager

    hace 5 días

    Barranquilla, Atlántico, Colombia Core Logistics Brokerage A tiempo completo

    About The JobCarrier Sales ManagerLocation: Barranquilla (On-site)As a Carrier Sales Manager, you will be responsible for overseeing the performance and development of Carrier Sales Representatives, both on-site in Barranquilla, Colombia, and some remote team members. This includes, but is not limited to: managing personnel schedules to ensure consistent...

  • Fanatrips Customer Experience Supervisor

    hace 7 días

    Barranquilla, Atlántico, Colombia Overseas Network A tiempo completo US$640.000 - US$960.000 al año

    Customer Experience ManagerAbout us:Overseas Network has serviced travel agents worldwide since 2000 and designs one-of-a-kind experiences that are tailor-made to their clients' individual interests, travel styles, and budgets.We specialize in the Americas and have explored just about every corner of this diverse continent to unearth the wildest, most...

  • Customer Success Manager

    hace 1 semana

    Barranquilla, Atlántico, Colombia Shipcalm A tiempo completo US$40.000 - US$80.000 al año

    Job Description | Customer Success ManagerSummaryAs the Customer Success Manager at ShipCalm, you will lead our Brand Operations team & be accountable for driving operational success, client satisfaction, & revenue growth across our customer portfolio. This position reports directly to the Executive Vice President of Operations. You will oversee a team of...

  • Customer Support Manager

    hace 2 semanas

    Barranquilla, Atlántico, Colombia Pearl A tiempo completo US$90.000 - US$120.000 al año

    Job Type: Full-time (40 hours/week)Salary Range: based on experience, with performance-based bonuses.Locations: RemoteAbout Pearl TalentPearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and...

  • Talent Acquisition Specialist

    hace 3 días

    Barranquilla, Atlántico, Colombia TaskUs A tiempo completo US$30.000 - US$60.000 al año

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...

  • Performance Coach

    hace 7 días

    Perímetro Urbano Barranquilla, Colombia HGS A tiempo completo

    6 days ago Be among the first 25 applicants We are seeking a dedicated and experienced Performance Coach to join our team and provide comprehensive coaching and leadership to support our call center agents. The ideal candidate will be responsible for improving the overall performance of our call center by identifying areas for improvement, developing...

  • Remote Call Center Performance Coach

    hace 7 días

    Perímetro Urbano Barranquilla, Colombia HGS A tiempo completo

    A leading outsourcing company in Barranquilla seeks an experienced Performance Coach to enhance call center agent productivity. This full-time role involves assessing performance metrics, conducting coaching sessions, and collaborating with management to drive excellence. Ideal candidates have a strong background in call center operations and robust...

  • Associate Manager

    hace 5 días

    Barranquilla, Colombia Sutherland A tiempo completo

    Job Description Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Managers in this role get to: Impact the Bottom Line:...

  • Senior Trainer

    hace 3 días

    Barranquilla, Colombia Sutherland A tiempo completo

    Company Description Sutherland is seeking a reliable and detail-oriented person to join us as an Associate Training Manager. We are looking for driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! **Job Description**: Our...

  • Team Lead

    hace 1 semana

    Barranquilla Metropolitan Area, Colombia OP360 (OfficePartners360) A tiempo completo $4.800.000 - $7.200.000 al año

    OP360 is looking for youAre you passionate about guiding others, ensuring excellent customer experiences, and creating a supportive work environment? We are looking for a results-driven Team Leader to oversee and support our Customer Care Representatives. You will be responsible for monitoring team performance, coaching and developing agents, and driving...

  • Professional - Cls Trainer

    hace 1 semana

    Barranquilla, Colombia Sutherland A tiempo completo

    Sutherland is seeking an attentive and goal-oriented person to join us as Training Sr. Specialist. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! **Specialists in this role get to**: **Enable and guide**:...

  • Quality Analyst, BPO Call Center — Drive Excellence

    hace 1 día

    Perímetro Urbano Barranquilla, Colombia TaskUs A tiempo completo

    A digital services provider is seeking a Quality Analyst in Barranquilla to audit calls and coach teammates for performance improvements. The ideal candidate should have at least one year of experience in a similar role, along with strong problem-solving and communication skills. You will work closely with team leaders to enhance metrics and ensure quality...

  • Team Manager

    hace 3 días

    Barranquilla, Colombia Sutherland A tiempo completo

    Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! **Managers in this role get to**: **Impact the Bottom Line**:Drive...

  • Associate Manager

    hace 2 semanas

    Barranquilla, Colombia Sutherland A tiempo completo

    Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! **Managers in this role get to**: **Impact the Bottom Line**:Drive...

  • Intermediario de Comunicación

    hace 15 horas

    Barranquilla, Colombia Solvo Global A tiempo completo

    En **Solvo Global** buscamos personas **apasionadas como tú para trabajar **en el cargo de Interprete. ¡Esta es tu oportunidad! ¿Tienes un nível de inglés avanzado? (85% o más) ¿Tienes habilidades de comunicación? ¿Puedes mantener la compostura ante situaciones emotivas? **¡OJO A ESTO!** No tendrás funciones de servicio al cliente ni tendrás...