ph Coach | sme | subject matter expertTSA Group

Company Description
Who are we?
TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
What should you expect from us?
Competitive Salary Package
Pioneer US Telco Account
Hybrid
Rotational GY shifts
HMO coverage with free dependent
Life Insurance Coverage
Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
We promote within the company! Look no further to take the next step in your career
Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
Full time role available
Job Description
What will a normal day look like?
Providing Coaching for a group of US Technical Support - Telco Consultants to enhance their product knowledge and competency, deliver quality sales, whilst adhering to strict compliance guidelines. Document and report on all coaching, feedback and disciplinary action taken with individuals in line with required process:
Understanding of common technical terminology
Basic Operating System knowledge
Knowledge of common ISP products & services
Ability to navigate common user interface elements
Audit team member chat/ call transactions
Review team member performance
Audit System usage
Review Call Assessments
Hold Morning Meetings with Managers
Consistent coverage of team members during the month
All 3 Parties Sign Off on Actions (ie Manager, team member and Coach)
Hold Coaching Sessions based on own analysis of trends in Assessments, etc and as required by Senior Operations Manager
Utilise the systems and tools as directed by the Senior Operations Manager to complete Chat Assessments and Coaching Sessions
Contribute to Calibration Sessions
Spend time on the Phones or Chats
If you have previous leadership experience in Technical Support in voice, chat, or messaging account and love technology and are looking to kick-start a new career, you could be just the person we are looking for.
Qualifications
Graduate of any 4-year course or completed first year in college
Experience in handling escalation calls.
Minimum of 3 years work experience as a Coach or SME in BPO/shared services industry.
Excellent oral and written communication.
Good problem-solving skills and ability to multitask.
Amenable to work in graveyard shifting schedule .
Amenable to work on hybrid setup - temporary work from home and onsite.
Hit the I'm Interested button to apply!
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Additional Information
At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.
We take our responsibility to protect the health and well-being of our team and our community very seriously.
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Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
TSA Group

Pasay City, Metro Manila
Temporary
Full-time