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Performance Coach (Danish & English)

Your Duties and Responsibilities:

  • Monitor and coach/mentor agents on quality improvement; driven by a daily/weekly and monthly target
  • Capture monitoring findings and coaching targets and agreements in relevant systems to maintain quality reports at agent and team level
  • Contribute to the alignment with Team Managers and quality team to develop action and/or development plans
  • Provide written / verbal feedback to agents and tracking agents performance on all completed evaluations
  • Handling calls, e-mails and requests in chat when needed
  • Communicate performance related indicators to the team and management
  • Perform Quality of Service analysis on agent and team level
  • Provide guidance on case handling based on the relevant process
  • Identify training needs
  • Deliver training sessions and agent workshops  
  • Prepare or proof-read in-language templates and call scripts
  • Assist in developing and streamlining business and quality procedures

Your Profile:

  • Ability to communicate written and verbal in English (at least B2)
  •      Excellent written and verbal language skills in Danish(at least C1)
  • Basic computer knowledge
  • Strong customer service focus, recommended prior work experience in a customer service/service/sales organization
  • Excellent written and verbal communication skills
  • Ability to work in a team
  • Ability to work in shifts
  • Punctuality and attention to details
  • Continuous individual development in the field of activity
  • Problem Solving capabilities

What we offer:

  • Competitive salary (14 salaries per year)•
  •  Full training
  • ossibility to gain working experience and career opportunities
  • Health benefits and work-life balance
  • Performance bonus
  •  Vouchers
  •  Wellbeing – Feel good activities
  •  Fully remote work
  • Supportive team and friendly environment
  • Flexible working hours (shifting schedule/ 40 hours per week)
Related tags
JOB SUMMARY
Performance Coach (Danish & English)
Thessaloniki
Nov 24
Mid level
Full-time
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