Contact Centre Coach - Halifax

  • Category
    Office, clerical & administrative - Operations
  • Job type
    Temporary/Contract
  • Location
    Halifax, Nova Scotia

Adecco is currently looking for a Contact Centre Coach in Halifax, NS for our top Insurance company client. This is a 5 month contract and pays $ 23.00/hr.

In order to qualify for this position, you must have solid experience coaching a Contact Center environment and have strong communication skills. Bilingual in French and English is an Asset, but not required.

Hours: 8.00 am to 4.00 PM OR 9.00 am to 5.00 pm
Start date: As soon as possible.  

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.

What can you tell us about the project(s) this role will be supporting? 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)

Contact Center Coach- your responsibilities are, but not limited to:

  • Coaching role will support supervisors and their teams.
  • 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
  • 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

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 season

If you are interested in this Contact Center coach position in Halifax, NS, please apply ONLINE to this job posting as soon as possible. For other contract opportunities, please visit our website https://www.adecco.ca

BB6602

  • Apply with Adecco

Reference number CA_EN_1_026602_12065660

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.