Skills coach at Nedbank

Job Purpose
We are looking for an experienced Client Service Skills Coach to join the team in Cape Town. The core purpose of this role is to produce a world-class contact centre that support conversations between Nedgroup Investments and its clients to ensure that Nedgroup Investments understand and meet client’s needs.  A successful candidate would be required enhance client experience through continuous evaluation by monitoring call and assist in the improvement of call quality. Thus, the candidate needs to provide ongoing support through training or one-on-one assistance.

Job Responsibilities

• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
• Support the team in achieving call targets (time to answer calls; resolving call queries) by monitoring the floor during peak times and assisting the consultants with handling customers calls.
• Enhance client experience through continuous evaluation and improvement of call quality.
• Enable consultants to meet clients' needs by communicating client- experience survey information back to them.
• Build trusting relationships with internal clients by responding timeously to requests and queries.
• Build stakeholder confidence with quality management tools in their business by providing ongoing support (for example training or one-on-one help).
• Nurture the relationship with the consultants through regular communication.
• Ensure Service Level Agreements are met by assisting consultants to resolve calls and by training and coaching consultants to specific standards.
• Align with department coaching standards by following the required coaching model (for example GROW framework).
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
• Ensure that interactions between consultants and clients meet required standards by conducting evaluations.
• Provide training on quality measures for new recruits by conducting workshops.
• Support new recruits' acquisition of required skills in a controlled environment (for example Master class and side-by-side monitoring).
• Produce consultants with the required skills through various coaching interventions such as one-on-one; triad and group coaching.
• Provide reports on efficiencies by designing and conducting external; unbiased investigations where required.
• Use evaluation results to provide service quality advice to the operational managers by assessing trends and issues.
• Ensure quality e-mail query handling by measuring the client consultant e-mail interaction against standards and suggesting improvements.
• Provide procedures and quality standards for other contact centres within Nedbank by evaluating their needs; developing proposals and ensuring implementation
• This may include providing ongoing monitoring and coaching.

Minimum Experience Level

• 2 - 3 years Quality Assurance/ Skills Coach experience in the Client Services environment

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Business Degree or Diploma, Call Centre Management Qualification.

Type of Exposure

• Coaching (specifically using the Goal-Review-Options-Wrap up (GROW) framework
• Working with a group to identify alternative solutions to a problem
• Completing various administrative and secretarial duties (e.g.; answering phones; making copies; filing)
• Managing conflict situations
• Comparing two or more sets of information
• Interacting with external clients
• Working in a fast-paced and changing environment
• Tracking cost against a budget
• Working in a team
• Working with spread sheets

Technical / Professional Knowledge

• Administrative procedures and systems
• Data analysis
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Banking knowledge
• Banking procedures
• Cluster Specific Operational Knowledge
• Business principles
• Business terms and definitions
• Governance, Risk and Controls

Behavioural Competencies

• Customer Focus
• Continuous Improvement
• Coaching
• Influencing
• Decision Making
• Quality Orientation