Job Summary

Career growth opportunity! Open to on-site and home-based employees. As a Skybridge Account Support Staff team member, you are responsible for supporting, motivating and inspiring our world class Agent teams. Reporting to the Supervisor, the Coach provides leadership to Brand Agents through coaching, mentoring and program expertise to support success on various accounts in the contact center.


As a Skybridge team Coach, you are responsible for supporting, motivating and inspiring our world class Agent teams. Reporting to the Service Delivery Manager, the Coach provides leadership to Brand Agents through coaching, mentoring and program expertise to support success on various accounts in the contact center.

What are the job responsibilities?

Live the Skybridge Values and Support Staff philosophy regarding a motivational and inspiring work environment.
Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
Provide clear work direction and task assignment and ensure client requirements are achieved.
Ensure utilization targets are attained.
Coach direct reports to meet utilization and meet SLA's on a consistent basis.
Quality monitor on a weekly basis and provide direct feedback.
Monitor CMS and adherence and coach appropriately to motivate and inspire the team.
Assisting in resolving escalated issue and consumer concerns.
Manage and submit regular daily reporting requirement to the client, accurately and timely
Coordinate procedures, workflow and addresses any concerns with staff as necessary.
Hold consistent weekly 1 on 1 sessions with each direct report.
Coach employees to meet and/or exceed performance objectives.
Proactively identify and implement process improvement opportunities.
Drive operational performance through attention to utilization, productivity and quality.
Maintain client/company security to ensure data security, confidentiality and compliance.
Conduct direct report evaluations inspiring and motivating greatness with Skybridge's Elegance standards.
Responsible for motivating and retaining employees.
Maintain good communications with management, keeping them fully informed of all problems or unusual matters of significance.
Effectively communicate with all direct reports and client company policies and procedures; build strong productive relationships with direct reports.
Collaborate regularly with your peer group and management team
Be a team player, positive role model and solution provider for the team.

Required Qualifications

Prior Supervisory experience preferred
Must be able to make decisions relating to procedures, priorities, and scheduling.
Knowledge and understanding of promotions and procedures enabling identification of problems and effective resolution.
Must be well organized, possess strong time management skills, and the ability to handle multiple projects at once
Must have strong computer skills
Experience with Microsoft Office applications (Outlook, Word, Excel), knowledge or familiarity of CRM systems, SalesForce, Cellar Pass, E-winery a plus but not required and strong typing skills.

Excellent and professional verbal and written communication skills
Must have the ability to recognize and communicate potential processing and/or systems problems.
Ability to motivate different personalities and technical abilities
Ability to analyze and plan appropriately for business demands
Skybridge Americas is committed to diversity and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.



For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

Coach - Customer Service - Call CenterTWE CA-MB NS 092019

https://www.applicantpro.com/j/1190257-176680