Responsible for the overall development and performance of an assigned incubation team through the
facilitation of the course map and as well as leading and developing the team of incubation agents. Also
responsible for the coaching of ‘bottom performers’ as assigned or directed.

Responsibilities and expectations (not limited to):

• Responsible for coaching, developing, and improving the abilities of incubation agent to
  effectively meet performance standards that lead to their successful graduation from the
  incubation program
• Coach all incubation agents making sure they achieve a benchmark of 80% on all activities
• Perform monitoring sessions and other development activities such as role playing, while
  meeting the required daily and weekly quotas
• Manage and reinforce the schedules of incubation agents to ensure strong attendance
  throughout
• Monitor maximum performance and ensure all agents performing below the 80%
  benchmark are communicated to management
• Provide feedback through daily, weekly, and otherwise assigned reports to Management
• Conduct daily, weekly, and otherwise assigned performance reviews of the incubation
  agents, as well as creating individual development plans where needed
• Influence personnel decisions for assigned incubation agents
• Identifying process improvement opportunities with the strategy and curriculum used
  throughout the incubation course map
• Ensures performance, graduation, and attendance goals of incubation are consistently met 

Desired Experience and Qualifications

• Previous coaching/training experience at a contact center is advantageous
• Clear disciplinary Record
• Matric 
• Excellent communication skills
• Computer literate
• Clear criminal record.
• Must be South African Citizen

Competencies

• Must be a people’s person
• Must be passionate about other people’s development and growth potential
• Must be comfortable facilitating reports, analysis & elaborate presentations during training
• Present and communicate information
• Coping with pressures and setbacks
• Delivering results and meeting client expectations
• Excellent administrations skills
• Attention to detail
• Good verbal communication skills
• Excellent adherence and QA scores

CallForce Direct is a specialised Call Centre recruitment company focusing on human development and empowerment of South Africans within the Call Centre environment.