Job Description
Are you a passionate leader with a talent for transforming teams into high-performing units? EMAPTA is seeking an exceptional Team Performance Coach to lead our new Pioneer Team and drive excellence in quality assurance and agent development. This unique opportunity allows you to shape the future of our customer service operations while building a premium long-term career.
As a Team Performance Coach, you'll be instrumental in elevating our team's capabilities through targeted coaching, strategic quality assurance initiatives, and performance optimization. You'll work directly with agents to identify skill gaps, implement improvement strategies, and foster a culture of continuous learning. This role combines leadership, quality expertise, and team development to create exceptional customer experiences.
Join EMAPTA's dynamic environment where your impact is immediate and your growth opportunities are unlimited. With competitive compensation (up to PHP80,000), a consistent day shift schedule, and a commitment to professional development, this is your chance to advance your career while making a tangible difference in team performance.
Responsibilities
- Coach and mentor team members to achieve performance targets and exceed quality standards
- Develop and implement comprehensive quality assurance frameworks and evaluation criteria
- Analyze performance metrics to identify improvement opportunities and coaching priorities
- Design and deliver targeted training programs focusing on customer service excellence
- Collaborate with leadership to align team goals with organizational objectives
- Monitor and enhance agent productivity through performance tracking and feedback systems
- Foster a culture of continuous improvement and accountability within the team
Qualifications
- Proven experience in team leadership, coaching, or quality assurance roles
- Expertise in performance management metrics and quality assessment methodologies
- Strong analytical skills with ability to interpret performance data
- Excellent communication and interpersonal skills for effective coaching
- Experience developing and implementing training programs for customer service agents
- Knowledge of call center operations and customer service best practices
- Bachelor's degree in Business, Psychology, or related field preferred