HROCS Payroll Service Coach

adpinternalcareers; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

MAS is seeking a Service Coach to lead the ongoing development and adoption of a high-quality service culture across associates, impacting client experience across MAS functions. The role includes evaluating calls, analyzing client interactions, and delivering customized coaching programs to improve behavior and service delivery.

You will collaborate with managers on development plans, drive calibration activities, and support client experience transformation initiatives through coaching and

Qualifications

• Experience coaching and developing staff in service quality.
• Ability to analyze client interactions and identify improvements.
• Strong collaboration with managers on development plans.

Responsibilities

• Evaluate calls and client interactions to monitor quality.
• Stay updated on trends in client experience and reinforce positive behaviors.
• Own data gathering, trend analysis, and reporting on client experience performance.
• Lead initiatives through coaching, training, and performance development.
• Partner with managers on associates' development plans for quality client experience.
• Oversee Rewards & Recognition program ownership.

Skills

Coaching

Client experience

Data analysis

Training delivery

Soft skills

Job description

The Service Coach is responsible for the continuous development and adoption of an effective service handling culture by associates, aimed to deliver a progressively superior client experience. The Service Coach has direct impact on the upkeep of the quality of client experience delivered across all MAS functions through regular evaluations of calls or client interactions; facilitation of cross-functional calibration and collaboration activities; analysis of service handling and/or behavioral opportunities on an individual and organizational level; subsequent creation and delivery of customized coaching program per associate; and recommendation on client experience improvement initiatives.

• Evaluates calls and client interaction of associates (25% of time), for the following purposes:
• Monitor associate’s adoption of quality service handling practices as defined by the business' Quality Client Experience model and subsequent guidelines.
• Stay abreast with any shift and trend on overall client experience aimed to capture positive behaviors for reinforcement; service habits for correction; and even internal processes for review and improvement.
• Call Review as part of the business performance review process (Dispute process).
• Owns the data gathering, trend analysis, and recommendation reporting on client experience performance for the business (15% of time).
• Includes subsequent development, support, coordination, implementation of initiatives. Embedded resource for implementation of Client Experience Transformation initiatives primarily through Coaching, and then also through Training delivery (soft skills), performance development and tracking, Rewards & recognition program ownership (40% of time).
• Coaches associates to improve effectiveness in delivering a consistent quality client experience. Partners with Managers regarding associates' development plans on Quality Client Experience strategy.

HRO CS Payroll Service Coach