Team Coach

Job Description:

The Team Coach/Trainer is responsible for onboarding, training, and continuous performance improvement of agents handling international BPO processes. The role focuses on process knowledge, communication skills, quality standards, customer retention, and client compliance to ensure high service delivery.

Key Responsibilities:

Deliver new-hire and refresher training for international processes.

Coach agents on communication, process accuracy, quality metrics, and customer retention strategies.

Drive behaviors that improve customer satisfaction and loyalty.

Conduct performance evaluations and provide actionable feedback.

Identify training needs and implement improvement plans.

Support teams in meeting SLA, quality, productivity, and retention targets.

Requirements:

Experience in international BPO operations or training.

Strong communication, coaching, and customer-handling skills.

Knowledge of quality, compliance, performance, and retention metrics.