Notre culture vous élève
- il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles, dévoués, résolveurs de problèmes.
Type de temps:Régulier
DESCRIPTION DE POSTE :
The Coach will provide Specialists with the tools, skills and knowledge they need to be effective in their environment. The Coach identifies any issues with training methods and makes suggestions for improvements as needed. In partnership with the Manager and team Supervisors, the coach guides Specialists to discover how to achieve their objectives. The main mandate is: Correcting behaviors that do not have an impact; Reinforcing behaviors that lead to success; and Developing the skills of the team therefore increasing performance. The Coach is responsible for the continuous improvement of the performance through feedback, practice and repetition of the employee being coached.
Supports the new hire of Specialists through the orientation, on-boarding and training efforts.
Mentoring Specialists, designing individual and team training courses and preparing educational material. The Coach must have a good understanding of the techniques the company uses.
Supports supervisors and managers improve processes, training techniques and pinpoint progress and areas of improvement for their teams.
On an on-going basis, you will be tasked with assisting our specialists teams with call coaching, systems knowledge, and customer engagement. Overall, provide coaching and counseling to the Specialists and work with them to pursue new business, follow-up and help close deals.
Applies the various coaching techniques including:
Established trust between the coach and representative.
Regular one-on-one meetings between the coach and representative. Aligning the coach and specialist allows for discussion about areas for improvement, goals, and expectations.
Knowledge sharing across the team. The coach will talk with the most successful specialist about what actions are delivering results, and share them with other specialists.
Data-driven coaching to maintain accountability. Using data to inform your strategy will help the Coach identify what activities have the most value and provides insight into how each Specialist is measuring up. Top-, mid-, and bottom-level performers will require different sales coaching methods.
Work closely with the supervisory team, and when appropriate with the managers and learning & development teams to determine areas of opportunity.
Maintains open and timely communication regarding challenges and changes and other relevant issues. Contribute to the continued growth of the specialists by working across the organization and achieving team KPIs and targets.
Conducts in-depth assessments of the team performance / individual performance so gaps and skills deficiencies can be identified via tools and reports (not exclusive to) NPS / CuSat reports, call
- contact recording, Compass, etc
Liaise with Outsource partners on Cogeco best practices for customer contact handling to improve NPS & CuSat. Benchmarking outsourcers to ensure consistency in contact handling
Develops comprehensive course curriculum designed to nurture skill growth and address deficiencies
Leverage workshops, presentations, training courses and e-learning to present training materials
Tracks training effectiveness, report to senior management and integrate lessons learned
Improves training techniques when needed to meet the unique demands for certain customers and situations. As part of his/her function, the Coach must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility, while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.
As part of his/her function, the Coach must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility, while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.
Bachelor's degree or a combination of equivalent education and work experience.
2 years proven track record of success in a coaching role
- or equivalent combination of education and experience.
- service experience a must.
The ability to convey best practices, strategies and tactics to learners.
Strong verbal and written communication skills and has the ability to effectively communicate between all levels within the organization; self-motivated and able to work independently with.
Excellent analytical skills combined with a personable demeanor.
Project management/certifications an asset.
Sounds understanding and knowledge of contact centre operational procedures, technologies, systems and applications including workforce management software, billing systems, customer relationship management databases, phone switches, and quality monitoring tools are an asset. Experience working with IEX, ITC and Avaya is an asset.
Develops troubleshooting, coaching, problem solving, facilitation, and conflict resolution skills to effectively resolve employee/customer issues.
Extensive knowledge of TCP/IP stack configuration, Windows XP, Windows 7, Windows 10, Apple Mac, and Windows NT.
Extensive knowledge of Google Suite (G Suite).
Results oriented with proven management and leadership abilities to effectively meet KPI's, quality, and service objectives.
Strong communication skills, verbal and written. Bilingualism English/French is an asset.
Team oriented with solid interpersonal skills combined with a high level of professionalism. Able to establish positive working relationships with others.
Experienced in effectively coordinating multiple projects, executing multiple tasks simultaneously and efficiently, while working with conflicting deadlines in a fast-paced environment.
Detail oriented with proven organizational and planning skills. Able to ?think outside the box? and see the ?big picture? impact of decisions/actions. Demonstrated thoroughness, follow-up, time management skills are required.
Foresight to anticipate and manage change. Proven change agent with a learning attitude towards work and teams.
Self-motivated with the ability to take initiative in identifying and resolving problems independently while still recognizing the impact of change on others in terms of ?change control? processes. Monitors own work for quality.
Winning customer service attitude and quality consciousness
General understanding of Broadband, Cable, Telecom or Internet industries and technologies preferred.
ENTREPRISE :Cogeco Connexion inc.
La diversité est un atout essentiel à la performance de notre organisation. Nous nous engageons à offrir des chances égales à toutes les personnes qualifiées souhaitant se joindre notre entreprise, indépendamment des différences culturelles et individuelles. Nous nous efforçons de former des équipes qui reflètent la diversité des profils et des milieux des clients et des communautés que nous desservons, convaincus que cela distingue Cogeco de ses concurrents et contribue à notre signature d'excellence.