Wandisa Mdleleni

• Coaching broker contact center agents to maximise soft skills and telephone etiquette in order to improve client ratings.
• Deliver learning experiences to enable individual, team and business performance
• Engage with team leader on relevant subject matter experts and agents to become proficient and keep up to date with any changes in the coaching tool and processes
• Use a variety of coaching methods to facilitate coaching including role play, digital learning etc.
• Engaging in effective communication and delivery according to Service Level Agreements
• Ensure that coaching content for both face-to-face and digital learning via Microsoft Teams meet instructional requirements.
• Create and deliver coaching methods, interventions and programmes aligned to the business and learning
• Drive own performance in order to achieve business objectives.
• Type of employment: Permanent

Engaging in effective communication and delivery according to Service Level
Agreements
Obtaining and maintaining broad product and industry knowledge in order to
effectively and accurately respond to customer queries
Ensuring Service Level Agreements are met and exceeded at all times
Dealing promptly with client requests in a competent, efficient and professional
manner
Driving and supporting effective teamwork within the department
Engaging in appropriate training interventions to promote own professional
development
Ensuring to demonstrate the company's values on a daily basis
Recording of all queries and interactions with customers onto the workflow system
Ensure accurate written correspondence is sent within the turn around time

• Engaging in effective communication and delivery according to Service Level Agreements
• Obtaining and maintaining broad product and industry knowledge in order to effectively and accurately respond to customer queries
• Ensuring Service Level Agreements are met and exceeded at all times
• Dealing promptly with client requests in a competent, efficient and professional manner
• Driving and supporting effective teamwork within the department
• Engaging in appropriate training interventions to promote own professional development
• Ensuring to demonstrate the company's values on a daily basis
• Recording of all queries and interactions with customers onto the workflow system
• Ensure accurate written correspondence is sent within the turn around time
• Reason for leaving: Department Move
• Type of employment: Permanent