Wallsend, England, United Kingdom
Experienced coach with a demonstrated history of working in the contact centre industry. Skilled in people and skills Coaching, Management, Training, Customer Support, Technical Support and Sales.
Responsible for developing and delivering highly effective training that will skill colleagues to a high standard, so they can successfully implement, consult and support our products, providing an extraordinary customer experience to our customers.
Coaching and training new and existing people on all aspects of, Sage 50 payroll , Sage 50 Accounts and Sage Business Cloud Payroll. Customer service across phone, email and web chat channels. Responsibilities:- People Development People Management Mindset Coaching Coaching using remote tools (Microsoft Teams) Performance coaching (KPIs and KPI analysis) Sales (Identifying opportunities and Valuable conversations) Customer Experience Recovery (complaint handling , NPS surveys , Rant and Rave) Colleague Engagement (Running Incentives and Key Message Delivery) Daily management of service levels Line management and staff supervision Probation Reviews Mentoring New Coaches Training (Classroom and onsite) Saleshood content creation and publisher qualified Recruitment (Interviews, assessment centres, open days) Customer Visits Support return to work programs Business Analysis - spotting trends and any areas of risk and their impact on the business Working with and across multiple channels and stakeholders
During a six-month sabbatical, I embraced the opportunity to pursue my passion for travel and immerse myself in a wide range of cultures and environments around the world. This journey broadened my perspective and significantly contributed to my personal growth. I stepped outside my comfort zone, adapted to unfamiliar situations, and built meaningful connections with people from diverse backgrounds. Independently researching, planning, and booking all aspects of the trip strengthened my organizational and problem-solving skills. Travelling solo also helped me enhance my communication skills through group excursions with people from various nationalities and cultures, while developing resilience and adaptability when plans didn’t go as expected. Destinations included: Japan, Taiwan, South Korea, Cambodia, Australia, Argentina, Antarctica, Uruguay, Spain, Malta and Italy