In my current role as an operations coach I am responsible for all aspects of coaching and training, inclusive of all new and existing agents. I deliver one on one coaching as well as group sessions to help drive and improve performance. I regularly identify areas of improvement by analysing Contact Centre performance in call monitoring and key performance indicators, putting together agent specific coaching plans in order for contact centre targets to be achieved.In my role I also deliver training sessions and develop online coaching material. Within my team I am the senior coach and am responsible for delegating workloads, guiding my team members and offering support to Team Leaders where needed. I also assist with the recruitment of new agents; this can either be group assessment days or one to one interviews.

During my role as a contact centre agent I was responsible for fielding inbound calls and also working a variation of outbound dialler jobs. I started as a sales agent; working to set targets as well as ensuring my calls were compliant and met call quality standards. After two years I moved to customer service, during this time I was responsible for delivering excellent customer service as well as ensuring customer journey was paramount. I regularly mentored new and existing agents. I also took on the responsibility of team senior; with this I was responsible for helping with agent queries and covering in the absence of my team leader.