Telco Call Center Performance Coach

Foundever®; Cebu City; On-site; PHP 335,000 - 446,000; Full time

Job summary

Foundever® is seeking a candidate to lead a technical support team with a focus on delivering professional call handling and reliable client communication. You will guide the team to meet and report on key performance metrics while maintaining timely updates to management.

This role emphasizes coaching, monitoring and developing agents for skills expansion and promotional opportunities, with additional duties as assigned to support operational excellence.

Responsibilities

• Ensures that calls are handled professionally.
• Provides direction and guidance to consistent achievement of key performance metrics.
• Achieves, measures, reports and communicates metric goal attainment for assigned team.
• Ensures accurate and timely communication of client and campaign issues to Manager Site Operations.
• Consistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agents.
• Coaches, mentors and develops agent team for skills expansion and promotional opportunities.
• Performs other duties as assigned.

Job description

Foundever® is seeking a candidate to lead a technical support team with a focus on delivering professional call handling and reliable client communication. You will guide the team to meet and report on key performance metrics while maintaining timely updates to management.

This role emphasizes coaching, monitoring and developing agents for skills expansion and promotional opportunities, with additional duties as assigned to support operational excellence.