Contact Center Coach - Remote

Overview

The Stafi Live Coach is responsible for ensuring high-quality client interactions by supporting agents in real time, evaluating performance, and delivering effective coaching. This role requires proactive assistance during live calls, monitoring recorded calls, and providing clear, concise feedback to drive agent growth and maintain compliance with policies and procedures.

In Short

• Evaluate both live and recorded calls to ensure quality, compliance, and adherence to procedures.
• Provide real-time assistance to agents during calls, addressing questions and correcting processes when necessary.
• Deliver targeted coaching sessions, both spoken and written, with a focus on being concise and actionable.
• Maintain daily availability to support agents with ongoing questions or escalations.
• Prepare and deliver coaching insight reports for the assigned team to highlight trends, strengths, and improvement areas.
• Occasionally handle calls as needed to support business needs or assist the team.

Requirements

• Experience in coaching or training in a call center environment.
• Strong communication skills, both verbal and written.
• Ability to evaluate performance and provide constructive feedback.
• Proficiency in call monitoring and evaluation techniques.
• Knowledge of compliance regulations and procedures.
• Ability to handle multiple tasks and prioritize effectively.

Benefits

• Opportunity to work in a fully remote environment.
• Supportive team culture focused on growth and development.
• Flexible working hours.
• Access to training and professional development resources.