Cracow Metropolitan Area
A dynamic, dedicated, resourceful and innovative coach who strives for the most suitable personal goals, and supports employees and managers to reach these goals by creating an atmosphere of mutual respect and open communication. I work with the employee about his motivation, development and getting into the right role. Also building with manager or employee a satisfactory and exciting career and preventing burnout. Resilience will be one of the good tools I am using during my coaching sessions.
For BeNeFrux (Belgium, Netherlands, France & Luxembourg) - Provide 'on the job' - live coaching on the floor to Customer Specialist Persons (CSPs) whilst dealing with customer interactions in order to drive live resolution and best-in-class customer experience - Organize 'off the floor' coaching sessions and workshops focused on addressing agreed improvement areas. - Responsible for customer interactions quarterly assessment cycle, identifying trends in CSPs performance and gaps in skills & knowledge needed to be addressed. - Deliver training derived from Global (OtC priorities), and local- operational needs. - Liaise and feedback Team Leads with regards to CSPs skills and knowledge level in order to support solid performance assessment, contribute to development and allow delivery of world class customer experience. - Maintaining records of the coaching outcomes, trends and actions taken during live coaching as well as during the quarterly back-to-back assessment. Report back to operations on regular basis. - Maintain and update local training materials, work instructions, standard operating procedures. - Act as custodian of the Excellence in Customer Service program, being responsible for training delivery and embedding the Excellence in Customer Service principles in the CSPs coaching cycle. - Facilitate on boarding and functional training of new CSP staff in close collaboration with operational and Customer Service Excellent (CSE) teams. - Provide input and learnings to Operational Excellence, CI, CSE and OtC Performance teams in order to drive improvement initiatives focused on customer experience, operational performance and internal process efficiency. - Drive best practice sharing across CSO teams. - Attend operations Daily huddles, Visual Management Daily Performance Updates. - Where relevant, maintain regular contact with business partners: improvement forums, performance reviews, other.