What does a successful Team Coach do?
At Fiserv, a Team Coach plays a pivotal role in our contact centre, driving our mission to create exceptional customer experiences. As a Team Coach, you will lead, motivate, and develop a team of Contact Centre Associates to delight our customers and clients on every call. Our culture of excellence and recognition ensures that you will be inspiring excellence in each other and in everything we do, contributing to the collective pride that makes Fiserv one of the World's Most Admired Companies.
6 Months Secondment
What you will do:
- Motivate and lead a team of customer-facing members within our contact centre
- Support Contact Centre Associates to deliver exceptional customer experiences
- Achieve key performance indicators (KPIs) within your contact centre team
- Implement targeted coaching plans to improve performance and exceed KPIs
- Support Contact Centre Associates in achieving their development goals
- Ensure adherence to processes and controls
- Foster an engaging work environment that encourages team members to exceed organizational goals
- Address and remediate any performance issues
- Enhance team member engagement within Fiserv
- Serve as a role model, living by Fiserv's values and behaviours
- Collaborate with clients and other functions to deliver cross-organizational projects and goals
- Focus on delivering the right customer outcomes, exceeding regulatory requirements
- Partner with recruitment teams to select and retain top talent aligned with Fiserv's vision
What you will need to have:
- Strong leadership and motivational skills
- Experience in a contact centre environment
- Proficiency in coaching and developing teams
- Excellent communication and interpersonal skills
- Ability to manage and exceed performance expectations
What would be great to have:
- Experience with performance management and coaching frameworks
- Knowledge of Fiserv's products and services
- Skills in cross-functional collaboration and project management
- Familiarity with recruitment and talent retention strategies
Perks at work: We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one. Maintain a healthy work-life balance with paid holidays, including Unlimited Recharge & Refuel for qualifying associates, and free counselling through our EAP. Plan for your future with competitive salaries, and our Employee Stock Purchase Plan. Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards. Prioritize your health with a variety of medical, dental, life and insurance options and a range of well-being resources through our Fuel Your Life program. Advance your career with training, development, certification, and internal mobility opportunities. Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.
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