Team Coach/lead
il y a 7 jours
**Who we are**
We want everyone to feel valued and at home. At Telenet you find an environment where there is room to be yourself, where we work together with authentic respect, valuing different opinions with an open mind, welcoming feedback, trusting each other and being willing to adapt. You will enter an open culture and a warm nest where we cherish talents and respect imperfections.
**What about our Business solutions?**
We help them with advice to answer their needs with the appropriate solutions for their Business. Always being reachable, having a reliable connection, being able to react in the blink of an eye, that is essential for our small business owners. Fortunately, they can rely on Telenet's ultra-reliable and ultra-fast network. Above all, to stay one step ahead of their competition we make the digital world accessible to them. Helping them to have more followers on social media. To receive more customers in their webshop. Or scoring higher in Google search results.
Our advisors are ready every day to guide them from question to solution in a verry personalized way. Phone? Chat? Contact form? E-mail? WhatsApp? Facebook Messenger? Name it. Our exclusive customer service is ready to support.
**As a teamcoach at our technical support team you **
are responsible for **managing, coaching and motivating a team **of about 15 Business Tech Advisors who are in daily contact with our clients. These customers are independent entrepreneurs, liberal professions and small businesses.
Your team puts its teeth into all technical questions, keeps the customer informed and doesn't let go until the customers say it's resolved. They are responsible for ensuring that every customer interaction is a meaningful and unique experience. That every contact happens with the necessary passion and with a clear attention on sharing accurate and transparent information. Focusing on listening to the customer's story, needs and day-to-day issues and treating the feedback with care towards the best possible solution.
invest time and energy in your team. **Build your team **so that every member of your team feels they are respected, appreciated and valued.
You ensure that they know that you have a personal interest and commitment in them. Recognizing their input, commitment and effort showing that they are valued and the work they do really matters.
focus is on the **people management **of your team. You coach your people so that they develop and grow optimally in their role.
You understand that the secret recipe to success is to know the “ingredients” of the people you are motivating and inspiring. You ensure that you get a good picture of the **motivational drivers **of your team members by showing genuine interest, open questions and actively listening.
By **following along **when they are in contact with our customers, you can properly assess whether they use the right conversational approach and develop their soft skills. You ensure to know both their strongpoints as their development points.
You use the **power of positive feedback by recognizing and applauding achievement **; inspiring team members as they can see themselves progressing towards the goals of the company. When team members achieve results, put in extra effort, or do outstanding work you make sure to tell them that you’re grateful.
**You support and lead your team during changes **; guide and motivate them in learning new skills to understand and interpret new methods of working.
You **act on the results of our employee engagement survey **to find out what they are struggling with so you can support them better and help them create a positive work environment.
follow-up on **individual and team results **that contribute to customer satisfaction, both qualitative as quantitative, on a monthly basis. It requires hard work, sometimes difficult decisions, the ability to motivate people to hit tough targets, and much more.
Based on the above input and gathered insights, you draw up a **coaching plan 'tailor-made' **for each person. You adapt your approach to the needs of the person you are coaching. For example, you provide the appropriate support for starters, more experienced Advisors and 'seniors' in your team.
You regularly ensure a correct **evaluation **of the people in your team. Throughout the year you always give the necessary, action-oriented **feedback **, focused on letting the individual come to insights him/herself.
You **report **to your manager on a regular basis. Together you discuss the performance of your team and your plan of action in this regard. In terms of performance, you look at the results in terms of customer satisfaction, first time right, efficiency and other business objectives. You also give your feedback about what is going on within your team and you ensure a good balance between responding to the needs of your team and the expectations of management.
You ensure that the team receives the necessary **tr
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