Swedish Team Coach / Trainer

Idag finns Randstad i tjugo länder med över 2.500 lokal avdelningar i Europa, Nordamerika och Asien.På Randstad har vi specialiserat oss på att hjälpa företag med kompetent personal inom Administration, Kontor, Ekonomi, Finans, Teknik, IT, Produktion & Lager.Med ca 700 medarbetare i Stockholm, Göteborg, Nyköping, Norrköping och Västerås är vi idag ett av landets ledande bemanningsföretag.Varje dag går runt 325.000 Randstad-medarbetare ut och jobbar hos våra kunder, inom alla tänkbara branscher.Det gör Randstad till ett av de största bemanningsföretagen i världen.Randstad Sverige är medlem i Svenskt Näringsliv och är auktoriserat av Bemanningsföretagen, som ingår i Almega.**** Vesta_Payment_Solutions **** Vesta is a 24 hr operation with core hours between 12pm through to 6am due to the time difference between our time and the American clients base.Vesta is a payment solution company that allow American customer to 'pre-charge' their mobile phone top up cards and pay for this using their credit cards, therefore when recruiting candidates it is essential they demonstrate attention to detail.The candidate will be provided with full comprehensive training and company induction, this is a combination of classroom training and live call training.[ During live call training the group will be kept within 'Nesting' until fully competent to go into the main call area.[[[ SUMMARY The Team Coach / Trainer will[ be responsible for the training and team performance by delivering product training, monitoring daily agent activity, handling customer escalation issues, and monitor call volumes and queues to ensure proper coverage.[ Serve as back up contact in the event of system issues, and manage a team of front line agents to ensure performance standards are met.[[ Key Objectives - [[[[[[[[ Develop and deliver product training to new and existing call centre staff.- [[[[[[[[ Minimise call queues by monitoring of call volumes - [[[[[[[[ Maximise individual agent performance against agreed standards through regular review - [[[[[[[[ Ensure Vesta quality standards, procedures and legal obligations are met at all times - [[[[[[[[ Conduct weekly one on ones with team members to ensure performance goals are met - [[[[[[[[ Track employee performance - [[[[[[[[ Provide updates, feedback and coach team members; address employee concerns and issues - [[[[[[[[ Conduct monthly call monitoring for team members - [[[[[[[[ Produce weekly, monthly reporting - [[[[[[[[ Resolve escalated customer issues[[ EDUCATION and/or EXPERIENCE * 2nd level education * 3 - 5 years customer service experience * Experience supervising employees * Experience in MS Office, MS Word, Outlook, Aspect eWFM, Excel and MS Windows.[ [[ADDITIONAL SKILLS - [[[[[[[[ Reasoning Skills - [[[[[[[[ Interpersonal Skills - [[[[[[[[ [Multi-tasking ______________________________________________ !Job_Title:_______!Swedish_Team_Coach_/_Trainer!!Department:______!Response_Centre_____________!!Reports_To:______!Call_Centre_Mgr_____________!!Salary:__________!25,000_-_30,000_euro___!!Full_/_Part_Time:!Full_Time___________________!