OBS! Ansökningsperioden för denna annonsen har
passerat.
Arbetsbeskrivning
Danish/Swedish Coach wanted! GENERAL SUMMARY: You will be a key driver of best practice within the Dell Technical Support department.Working as part of a very dynamic team you will be responsible for delivering improvements in call quality and the agent's (tech supports) performance.You are dealing directly with the agents and working closely with their manager to drive service towards excellence.You coach the danish and swedish team in Stockholm and the danish team in Amsterdam - some travelling is therfore necessary.The role is creative and we are seeking a person with drive for results and strong interpersonal skills as well as excellent communication skills; in swedish, danish and english.DEPARTMENT: LD4S (Learning & Development for Services) REPORTS TO: Coach Team Lead PRINCIPAL DUTIES AND RESPONSIBILITIES: Provide communication, troubleshooting and technical coaching to help the individual Technical Support agents and teams to meet their business requirements.Perform "needs analysis" of agents' ability and performance.Drive improvement in all areas of customer service.Build Improvement with 1:1 feedback and written feedback.Motivate individuals and teams to drive for improvement Work and co-operate with other coaches to review & improve the coaching process and by doing so enable agents to succeed.Liaise with the relevant teams to identify skills gaps and offer solutions. Implement action plans to improve the agent's quality in key performance areas which support the overall Technical Support business plan.Provide regular updates on progress and trends to Management.Responsible for entering coaching results in the Training and Coaching Tool. KNOWLEDGE, SKILLS AND ABILITIES: Thorough knowledge of industry standard customer handling skills Strong interpersonal skills, ability to influence and approachability Excellent planning, priority and time management skills Excellent verbal and written communication skills in Swedish, Danish and English Strong presentation skills Team player Strong analytical and problem solving skills Working knowledge of MS Office applications Good understanding of computer technology EXPERIENCE: Previous Communication Coaching experience is desirable.Any combination of experience and training which provides the preferred knowledge, skills and abilities.Contact Centre experience Interested?Please visit www.dell.com/careers to post your application!Find the position, register and submit your CV + Personal letter in english.Questions?