Coach

Description:

Are you an individual who can empower, inspire, and encourage a Community of Experts team to create unique customer connections and resolve customer inquiries? Your days will consist of coaching and mentoring to build a culture of outstanding experts!

Our communities include universal skills to give our Experts confidence to respond to any customer enquiry type, providing end-to-end service. Using a mixture of communication mediums, you'll be guiding, motivating, and ensuring our team remains at the forefront of delivering both quality service and effective solutions.

Your day in the life of a Community of Experts Coach at Optus
 

• Meet objectives for team performance and individual performance of experts by providing effective feedback, mentor, and support.
• Minimise critical issues through effective coaching and support as well as accurate handling of escalated calls.
• The ability to problem solve and encourage individuals to make informed decisions, as well as leadership and sales coaching experience.
• Reporting regularly on multiple KPI’s and providing insights to your direct reports and collaborators.
• Drive a customer centric culture within the business, improving quality, productivity, and efficiency, meeting key performance indicators.
   

Your Skills To Pay The Bills
 

• Proven ability to coach to success and build hard-working successful teams
• Experience in operating in a high-volume digital customer service environment
• Strong time-management and organisation skills with the ability to handle multiple concurrent customer enquiries, projects and responsibilities
• Ability to exercise good independent judgment and discretion