Call Centre Coach

  • Category
    Office, clerical & administrative - Employee Services
  • Job type
  • Location
    Kitchener, Ontario

Adecco is currently hiring a Call-centre Center Coach for a top Insurance company client in Kitchener, ON. This is a 5 months contract and pays $22.25/hr. The ideal candidate must have solid experience coaching in a Call Centre environment.

Successful candidate(s) will focus on coaching our front-line agents for success; with a focus on providing quality service, manage call volumes efficiently and create customer loyalty (as measured by Voice of the Customer transactional surveys)

The role of the Coach is to support coaching as it relates to skill development and application on soft skills, call flow management, first call resolution, sense of urgency to resolve and Customer Experience. The Coach is trained on providing coaching to on-the-call skills and actions. Their coaching is focused on observation. Their function is to observe a performance and provide feedback for the purpose of changing or reinforcing a behavior immediately.

Call Centre Coach Responsibilities

  • Coaching side by side during live calls and one on one sessions with CSPs offline when warranted
  • Monitor calls via call listening and side-by-side sessions using the client’s Coaching framework
  • Submit daily results and coaching session reports
  • Record coaching compliance
  • Track and provide weekly/monthly progress reports

Who will the incumbent report to (title)? Quality Assurance Manager

Why is this position available? With an influx of front-line agent new hires combined with several initiatives, we need additional resources to help us position for our pending peak

If you are interested in this Call Centre coach role in Kitchener, ON, please apply “Online” as soon as possible.

Why Work for Adecco?
- Great pay + 4% vacation pay
- Paid weekly - accurate and on time
- Medical and Dental benefits once qualified
- Strong Health & Safety programs
- Generous Referral Program
- Free Training programs



  • Apply with Adecco

Reference number CA_EN_1_026602_12109336

Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.

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