Creating purposeful careers as we build the future of contact centre solutions Responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and leading and developing the team of incubation agents. Also responsible for the coaching of ‘bottom performers’ as assigned or directed. Responsibilities and expectations (not limited to): Coaching, developing, and improving the abilities of incubation agents to effectively meet performance standards leading to their successful graduation from the incubation program. Coaching all incubation agents to achieve a benchmark of 80% on all activities. Performing monitoring sessions and other development activities such as role playing, while meeting the required daily and weekly quotas. Managing and reinforcing the schedules of incubation agents to ensure strong attendance. Monitoring maximum performance and ensuring all agents performing below the 80% benchmark are communicated to management. Providing feedback through daily, weekly, and otherwise assigned reports to management. Conducting daily, weekly, and otherwise assigned performance reviews of the incubation agents, as well as creating individual development plans where needed. Influencing personnel decisions for assigned incubation agents. Identifying process improvement opportunities with the strategy and curriculum used throughout the incubation course map. Ensuring performance, graduation, and attendance goals of incubation are consistently met. Desired Experience and Qualifications Previous coaching/training experience at a contact center is advantageous. Clear disciplinary record. Matric. Clear criminal record. Must be a South African citizen. Must be a people’s person. Must be passionate about other people’s development and growth potential. Must be comfortable facilitating reports, analysis, and elaborate presentations during training. Ability to present and communicate information effectively. Ability to cope with pressures and setbacks. Proven track record of delivering results and meeting client expectations. #J-18808-Ljbffr