Operations Call Coach

Tedaisy Insurance Group; Salisbury; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in the insurance sector is seeking an Operations Call Coach to enhance the performance of call center agents. This role involves mentoring, providing feedback, and conducting training to ensure exceptional customer service. The ideal candidate will have strong communication and leadership skills, with a focus on developing agent capabilities. Join a passionate team dedicated to improving customer experiences and driving operational efficiency in a supportive environment. If you are ready to make a difference and help others grow, this opportunity is perfect for you.

Benefits

23 days holiday per year

Birthday off (paid)

4 x salary life assurance

£500 wellbeing allowance

Company pension

Healthcare including 24/7 GP advice

Employee assistance programme

Discretionary lunch provided

Qualifications

• Minimum of twelve months experience in a call center.
• Experience in a call center coaching or leadership role is desirable.
• Familiarity with call center KPIs and coaching techniques.

Responsibilities

• Provide coaching sessions to improve agent performance.
• Track and analyze call center metrics to drive productivity.
• Conduct training sessions on soft skills and product knowledge.

Skills

Coaching

Communication

Leadership

Problem-solving

Call center KPIs

Education

12 months experience in a call center

Tools

CRM systems

Call center software

Job description

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The Operations Call Coach is responsible for mentoring and developing call center agents to enhance their performance, improve customer satisfaction, and ensure operational efficiency. This role involves providing constructive feedback, conducting training sessions, and monitoring key performance metrics to drive excellence in customer service.

This role will cover customer service and retention teams across telephony, email and live chat distribution channels.

Key Responsibilities

Coaching & Development

• Provide one-on-one and group coaching sessions to improve agent performance.
• Deliver real-time feedback based on call monitoring and performance evaluations.
• Identify training needs and develop action plans to enhance agent skills.
  
  

Performance Monitoring

• Track and analyze call center metrics such as AHT, FCR, CSAT, and QA scores.
• Conduct live call observations and provide feedback to agents.
• Develop strategies to improve individual and team productivity.
  
  

Training & Support

• Conduct training sessions on soft skills, call handling techniques, and product knowledge.
• Assist with onboarding new hires, ensuring they meet performance expectations.
• Foster a positive and motivating work environment for agents.
  
  

Quality Assurance & Compliance

• Ensure adherence to company policies, procedures, and compliance guidelines.
• Work closely with the QA team to implement quality improvement initiatives.
• Provide insights to management on areas for process improvements.
  
  

Qualifications & Skills

• Minimum of twelve months experience.
• Experience in a call center coaching or leadership role, desirable.
• Strong communication, leadership, and problem-solving abilities.
• Familiarity with call center KPIs, coaching techniques, and quality monitoring tools.
• Proficiency in CRM systems and call center software.
  
  

About Us

As a leading Insurtech specializing in pet insurance, Tedaisy Insurance Group is dedicated to delivering quality products with exceptional digital customer experiences. We have a passion for pet well-being and are trusted by thousands of dog and cat owners throughout the UK. The Group consists of Tedaisy Underwriting Limited, Tedaisy Insurance Brokers Limited, Tedaisy Claims Limited, Tedaisy Technologies Limited and Tedaisy Services Limited. We’re ambitious, we’re passionate and we’re brave - always looking for ways to grow, improve and be the best we can be!

Why Join Us?

• 23 days holiday per year (increasing with length of service)
• Your birthday off (paid)
• 4 x salary life assurance
• £500 to spend on your physical or mental wellbeing (think gym memberships, spa days etc)
• Company pension
• Healthcare including 24/7 GP advise & mental health helpline
• Discounts at hundreds of brands you know and love
• Employee assistance programme
• Discretionary lunch provided to assist with cost of living
  
  

Working pattern

• Monday-Friday - 9:00am – 5:00pm
• Office based at SP1 3TB
• Full time

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Training

• Industries

  Insurance

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