Performance Coach II - Customer Support Excellence

Join RealPage Philippines as a Performance Coach II and drive excellence in our Customer Support team. In this pivotal role, you will empower agents to achieve peak performance, enhance service quality, and foster career growth through targeted coaching, data-driven insights, and continuous improvement. Based in the vibrant city of Denpasar, Bali, you will be part of a dynamic team dedicated to delivering exceptional customer experiences.

As a Performance Coach II, you will work closely with customer support agents to identify strengths, address challenges, and set achievable goals. By leveraging tools like Salesforce Service Cloud and Microsoft Teams, you will provide personalized coaching sessions, conduct performance reviews, and track progress using key performance indicators (KPIs). This role offers a unique opportunity to make a tangible impact on both individual and team performance, while contributing to the overall success of our customer support operations.

📋 Tanggung Jawab Pekerjaan

• Conduct one-on-one coaching sessions with customer support agents to enhance performance and service quality.
• Analyze agent performance data using Salesforce Service Cloud and other relevant tools to identify trends and areas for improvement.
• Develop and implement personalized coaching plans tailored to individual agent needs and goals.
• Facilitate team meetings and training sessions to promote best practices and continuous improvement.
• Provide constructive feedback and recognition to agents, fostering a positive and motivating work environment.
• Collaborate with team leaders and managers to align coaching efforts with overall business objectives.
• Monitor and report on coaching program effectiveness, tracking KPIs and other relevant metrics.
• Stay current with industry trends and best practices in customer support and performance coaching.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Human Resources, Psychology, Business Administration, or a related field.
• Minimum of 3 years of experience in performance coaching, HR, or a related field.
• Proven track record of successfully coaching and developing individuals and teams.
• Strong knowledge of customer support operations and industry-specific challenges.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency in using Salesforce Service Cloud and other relevant coaching and performance management tools.
• Ability to work collaboratively with cross-functional teams and stakeholders.
• Certification in performance coaching or a related field is a plus.

🛠️ Keahlian

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