Coach - Centre de relation membre
Core
Coach supporting agents in a member relations center to improve service quality, evaluate interactions, and develop team performance.
Role type
Senior IC coaching and performance improvement specialist
Builds
Service quality standards and agent performance outcomes
Domain
Member services / Customer experience / Quality assurance
Deliverable
dashboards & analysis
Required skills
Coaching, constructive feedback, performance analysis, training needs identification, procedural adherence, continuous improvement, stakeholder collaboration
Preferred skills
Contact center tools, quality management software, English language
Responsibilities
Observe, analyze, and evaluate agent interactions to ensure service standards; Provide constructive feedback to agents and supervisors; Support employee skill development and goal achievement; Identify development needs and recommend coaching plans; Support onboarding and upskilling of new employees; Collaborate with managers on performance metrics and improvement opportunities; Contribute to the evolution of coaching and training practices
Seniority
Mid-level, hands-on IC