Team Coach

About the role

The Team Coach will lead a customer‑service team, translating the company’s vision and values into daily performance. You will be responsible for driving productivity, quality and employee development while ensuring a positive, collaborative environment.

Key responsibilities

• Communicate company vision, purpose, core values and policies to inspire ownership and accountability.
• Monitor team performance, maintain productivity reports, ensure schedule adherence and meet quality and operational targets.
• Coach and develop employees through regular feedback, training, goal setting, recognition and motivation.
• Handle employee relations, resolve conflicts and grievances, and promote a collaborative workplace.
• Deliver exceptional customer service, manage escalations and achieve satisfaction standards.
• Maintain deep product and process knowledge to provide accurate information and efficient issue resolution.
• Identify and implement process improvements to enhance operational efficiency.
• Utilize business tools such as Microsoft Office Suite, CRM systems and contact‑center platforms for reporting and daily operations.
• Build strong stakeholder relationships and support account requirements.

Required profile

• Master’s or Bachelor’s degree in Business Administration, Commerce or a related field.
• Proven experience in people management and strong communication abilities.
• Ability to motivate teams, handle escalations and foster a positive work culture.

Required skills

• Proficiency with CRM tools.
• Advanced MS Excel skills.
• Experience with contact‑center platforms.
• Competence in Microsoft Office Suite.