Responsibilities

• Perform call evaluation/monitoring/side by side and deliver coaching through 1 to 1 coaching sessions

• To continuously look for ways to upskill and improve service standards of overall Contact Centre

• Provide guidance and support to both new and experienced hires by giving them the confidence to strive to provide best in class service

• Share best practices to help cater for various learning practices

• Be an agent of change to engage and motivate CCAs to learn, develop and also have fun at work

• Identify service/training gaps and drive improvement actions

• Track and analyze progress of CCAs and share with management team for further actions

• Passionate and driven to drive change with positive results

Qualifications

• Good communication and listening skills, able to work well with people
• Love to think out of the box and have a "can do" attitude
• Is proactive and able to work independently
• Good in Microsoft applications especially Excel and Power Point
• Great command of English and Cantonese (both written and spoken)