German Quality Coach

PURPOSE OF JOBTo help employees to understand the mission of the client and to provide the customer service objectives. To enable employees to work together as partners and creating a mentoring atmosphere of ongoing career developing. KEY RESPONSIBILITIESFloor ManagementResponsible for queue management to achieve Account Service LevelsFloor-walking to accommodate Agent queries and also for the monitoring of agents availability for callsEffectively managing outbound activityAgent Support & DevelopmentTeam Motivation – Developing teamwork and job ownership across the account Supporting team members on account specific issues (procedural & technical)Coaching team members towards PEP(Performance Empowerment Program) targetsQuality Monitoring calls and providing feedback Leasing with the Quality Monitor and the Supervisor to identify training needs Operational Duties Escalating cases to Client contactTaking calls & escalated team lead calls Taking client escalated calls Provide feedback on problem status to customersBe proactive and able to collate data and act according to the Client/Customers’ needs CORE COMPETENCIESResult OrientationAnalysisTeamworkCommunicationCustomer FocusSECURITY COMPLIANCEEmployees are required to maintain compliance with SYKES safety, security, and privacy programs. Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES’ business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES’ employees. ETHICS COMPLIANCE SYKES is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company’s policies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to SYKES policies on ethics and integrity.