Dell söker nordiska Communication/ Call Coaches

Dell AB is looking for Swedish- Danish- Norwegian or Finnish speaking Call Coaches with documented experience to the Department of Technical Support. Description Candidate will be a key driver of best practice within the Technical Support department.Working as part of a very dynamic team they will be responsible for delivering improvements in call quality and technician performance.Dealing directly with the technicians and working closely with manager to drive service excellence.Responsibilities Perform "needs analysis" of technicians' ability and performance.Drive improvement in all areas of customer service.Build Improvement with 1:1 feedback. Motivate individuals and teams to drive for improvement.Liaise with Team Leaders to develop technical coaching plan, improve technician performance and technician ability to meet business requirements.Provide new-hire coaching to meet business requirements in their first 12 weeks.Work and co-operates with other coaches to review & improve the coaching process and by doing so enable technicians to succeed.Ensure any coaching process and requirement is documented on an internal Standard Operating Procedure (SOP) site.Liaise with the relevant technical teams to identify skills gaps and offer solutions.Implement action plans to improve technician quality in key performance areas which support the overall Technical Support business plan.Work with recruitment team to maintain a high standard in the hiring process.Provide regular updates on progress and trends to Management.Administer all records relating to the role.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 Strong presentation skills Strong analytical and problem solving skills Working knowledge of MS Office applications, PC architecture and technology Fluent in Swedish, Danish, Norwegian or Finnish Fluent in English EDUCATION / CERTIFICATION: Technical Skills: MCP and CompTIA are desirable, Teaching or training e.g.CompTIA, Industry equivalent certification or accreditation Soft skills: Certified Coach - Achieve Global preferred but not essential, Experience 18 Months experience working in a similar or technical role Previous Teaching or Training experience is desirable.Any combination of experience and training which provides the preferred knowledge, skills, and abilities. We accept a Swedish version of CV and personal letter. Welcome with your application!