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Manulife (Lapu-lapu): Contact Center Team Coach (Start Jan. 2019)

2 to 4 Years Experience

Manulife Business Processing Services

With business certificates
Lapu-Lapu City, Cebu
Total vacancies for this job title : 4
Posted on : December 12, 2018
Job ID : 299072

Video Profile


  • A graduate of 4/5 year course
  • Has an experience as a team lead or trainer/coach
Job Description:
Coaching role will support supervisors and their teams. The role of the Coach is to support coaching as it relates to skill development and application on soft skills, call flow management, first call resolution, sense of urgency to resolve and Customer Experience. The Coach is trained on providing coaching to on-the-call skills and actions. Their coaching is focused on observation. Their function is to observe a performance and provide feedback for the purpose of changing or reinforcing a behavior immediately
  • Coaching side by side during live calls and one on one sessions with CSPs offline when warranted
  • Monitor calls via call listening and side-by-side sessions using the Manulife Coaching framework and Verint
  • Submit daily results and coaching session reports via Verint so that Supervisors can access
  • Record CSP coaching compliance via Verint
  • Track and provide weekly/monthly progress reports to Leaders and Management indicating progress and success rate
For more information about our company, visit our website:


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