Service Quality Coach (on-site)

Centrecom Limited in Malta is currently looking to recruit a Service Quality Coach to join their team on a full-time basis.

Overview:

Centrecom takes pride in being the Centre of Excellence providing value to our clients' business by identifying customised solutions. We are the go-to outsourcing partner offering Call Centre Agent Services, Back Office Functions, Airline Revenue Accounting and GSA Services.

The chosen candidate will mentor and coach our site representatives as they carry out their duties on a day-to-day basis. The candidate will also carry out coaching needs analysis, provide coaching workshops and prepare the necessary reporting to higher management. This is all in our commitment to provide ongoing support to our employees and deliver excellent customer service.

Hours may vary between 08:00 and 19:00 Monday to Saturday with flexibility for the candidate to choose between a five or six-day week.

Responsibilities:

• Deliver great coaching and mentoring sessions to staff
• Provide feedback and issue documentation on the back of coaching observations carried out
• Carry out coaching needs analysis to shape future coaching and training requirements
• Set up and host coaching workshops as the need arises
• Escalate findings and ideas to improve our quality of service to key stakeholders
• Build and maintain strong relationships with key stakeholders; both internal and external.

Requirements:

• Excellent spoken and written command of the Maltese and English language
• Great communication skills across different departments and key internal and external stakeholders
• Knowledge of different coaching techniques to support varying tenures of staff from new entrants to more experienced employees
• Previous experience in coaching and mentoring in a customer service environment
• Ability to take own initiative to work independently in a fast-paced environment
• Flexibility to travel and spend time at different sites around Malta
• Further training and on-the-job support will be provided to the chosen candidate.

Nice to have:

• Coaching certification
• Driving license.

Why work here?

• Training and development
• Health insurance
• Mobile schemes
• Gym packages included
• In-house canteen in Mosta Head Office serving different healthy food
• Staff discounts in over 50 businesses.