What being part of the Sigma Family means for youPerformance Coach As a Performance Coach, you will be responsible for improving the campaign's performance, compiling performance data, strategizing effective coaching sessions, identifying trends, and implementing fixes as well as working with individuals across the campaign, supporting them to become the best advisors they can be.
You will report directly to the Team Manager.
Location: Diep River, Cape Town
Sigma Family At Sigma, we stand out and have now been acknowledged 2 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.
Our core mission is to #ImproveEverythingAlways, with a strong focus on our people.
That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.
A bit more about the Opportunity...What Your Day-to-Day Will Look Like You will do fact-finding sessions to identify the reasons for poor performance and capitalize on this to create consistent outputs.
You will complete refreshers and client briefs and ensure that process updates have been implemented.
You will also review grad-bay performance and implement speed competency activities to help with onboarding of new starters.
You will take on the responsibility of assisting Team Managers with daily tasks.
You will provide effective coaching and support to your allocated teams and identify key areas of development.
You understand key metrics and the need to deliver effective coaching that positively contributes towards reaching those metrics.
You will be working closely with bottom performers through side-by-side coaching and mentoring through call listening.
You will highlight outliers and create a sound coaching framework that tailors the coaching techniques to the requirements of everyone.
You will implement problem-solving techniques that will be beneficial to the campaign and add value to our output as Sigma.
You will be able to use your initiative/judgment to a great extent and maintain a positive can-do attitude.
You will manage competing priorities by being self-motivated and taking responsibility with a sense of pride in your work.
You will incorporate fun learning activities to maximize your output as a performance coach.
What amazing People will bring to the roleWhat Amazing people will bring to the role You have excellent experience working on the VBG campaign with Fraud and/or complaints.
You are determined to succeed and take pride in your coaching objectives, and you are resilient in meeting your coaching targets.
You are able to problem-solve and develop advisors to meet their KPIs.
You are a critical thinker and can effectively create action plans and deliver on the desired outcome.
You can complete a SWOT analysis and then create a sound coaching platform to ensure your coaching is effective.
You are someone who is passionate about helping individuals excel and takes pride in the quality of the coaching that you deliver.
You have the ability to change your coaching styles to suit the needs of the advisor and create realistic targets on areas that require improvement.
You have effective communication skills to deliver effective coaching and listen to the needs of the advisors.
Requirements: You have 1-2 years of existing 2ic/performance coach experience within a UK BPO environmentYou have a strong financial services background (banking industry)You have a relevant matric qualificationYou are a born leader who can coach and develop a team effectivelyYou are proactive in your approach to workYou are resilient when facing difficult tasks and can effectively overcome themYou have a good command of the English language (written and verbal)You are confident and thrive in pressured environmentsSimple and Straight Forward Recruitment.We don't see the value in making candidates jump through hoops.
Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, we'll proceed with further shortlisting & start your application process.
If you like the sound of being part of the Sigma Family, then don't wait and get applying!
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