Contact Centre Team Coach

FMI Field Management Ireland; Belfast; On-site; GBP 30,000 - 38,000; Full time

Job summary

A leading company in contact center management seeks a passionate Team Coach to enhance onboarding for new starters, improve customer experience, and support staff development. The role focuses on coaching, complaint resolution, and continuous improvement while promoting a thriving work environment. Join a high-performing team in Belfast and contribute to shaping the company's coaching culture.

Benefits

Competitive salary and benefits.

Career development opportunities.

Ongoing training.

Supportive and inclusive team environment.

Qualifications

• Proven experience in a contact centre environment (min 2 years).
• Skilled in managing difficult conversations and de-escalating issues.
• Comfortable working with KPIs and coaching performance.

Responsibilities

• Deliver structured onboarding programmes to new hires.
• Carry out side-by-side coaching sessions for skill development.
• Take ownership of escalated customer complaints and resolve them.

Skills

Coaching

Communication

Complaint Handling

Interpersonal Abilities

Education

Training and Development Certification

Coaching Qualification

Tools

CRM Systems

Quality Monitoring Tools

Job description

We’re looking for a passionate and experienced Team Coach to join our busy, high-performing contact centre. This is a key role that helps set our new starters up for success, keeps our customer experience top-notch, and supports ongoing growth across the team.
You’ll play a hands-on role in welcoming and training new team members, providing side-by-side coaching, and helping to handle customer complaints or escalations when needed. You’ll also work closely with team leaders to support staff development. To thrive in this role, you’ll need great communication skills, plenty of patience, and a genuine passion for helping people grow and delivering excellent service.
We’re looking for someone who knows how to build confidence in others, improve sales conversations, and strengthen the relationships we have with our customers.

Key Responsibilities

• New Starter Onboarding & Coaching
  • Deliver structured onboarding programmes to new hires.
  • Conduct induction training focused on systems, products, processes, and soft skills.
  • Provide continuous support to new staff during their first 90 days.
• Side-by-Side & Performance Coaching
  • Carry out side-by-side coaching sessions for ongoing skill development.
  • Monitor call quality and provide real-time feedback.
  • Support team leaders in identifying individual performance gaps and improvement plans.
• Complaint & Escalation Management
  • Take ownership of escalated and complex customer complaints.
  • Investigate and resolve issues promptly, ensuring customer satisfaction.
  • Identify root causes and recommend process or training improvements.
• Operational & Team Support
  • Work closely with Team Leaders and Quality Assurance to align coaching strategies.
  • Help maintain morale and motivation across the team.
  • Track and report on coaching outcomes and performance metrics.
• Continuous Improvement
  • Recommend changes to processes or training based on frontline observations.
  • Stay up to date on product and policy updates and cascade this knowledge.

Your profile

• Proven experience in a contact centre environment (min 2 years).
• Strong coaching and mentoring skills.
• Excellent communication and interpersonal abilities.
• Ability to manage difficult conversations and de-escalate issues.
• Skilled in complaint handling and resolution.
• Comfortable working with KPIs and coaching performance.
• IT literate with CRM and telephony systems.
• Experience using quality monitoring tools.
• Training and development certification or coaching qualification.

Skills & Experience Essential:

• Proven experience in a contact centre environment (min 2 years).
• Strong coaching and mentoring skills.
• Excellent communication and interpersonal abilities.
• Ability to manage difficult conversations and de-escalate issues.
• Skilled in complaint handling and resolution.
• Comfortable working with KPIs and coaching performance.
• IT literate with CRM and telephony systems.

Desirable:

• Experience using quality monitoring tools.
• Training and development certification or coaching qualification.

What We Offer:

• Competitive salary and benefits.
• Career development opportunities and ongoing training.
• Supportive and inclusive team environment.
• Opportunities to shape our coaching culture and influence the wider business.

INDHP

Why us?

At FMI, you’ll be part of a supportive, high-performing team that values growth, collaboration, and innovation. We offer ongoing training, real opportunities for career progression, and the chance to work with top brands across diverse industries. Whether you’re in the field or the office, you’ll find a strong sense of connection and purpose here.

FMI is a diverse business specialising in Field Management, Brand Management and Distribution and Contact Centre services across multiple sectors including FMCG, Drinks, Utilities, Telco, and Government. Our teams have been representing leading brands in Ireland for over 30 years.

We value our employees and help them grow through training and development opportunities. Our onboarding process sets you up for success, whether you're based in Dublin, Belfast, or out in the field. If you're passionate and enthusiastic about your career, FMI is the place for you.