1st Level Technical Support Account Coach

We at Nova are a very young and dynamic team, looking for a highly motivated Account Coach_1st level Technical Support to join our Technical Operations team.

You have the challenging mission to:

Coach, develop, and evaluate agents within the Technical Operations Call Center, with the objective of improving performance, service quality, and customer experience. You will work closely with Team Leaders, Quality Analysts, and Management to ensure operational targets are achieved while fostering the continuous development of employees' skills and capabilities.

What will you do:

• Monitor and evaluate agent performance through qualitative and quantitative performance metrics.
• Deliver training and coaching sessions on both an individual and team basis.
• Develop and implement Performance Improvement Plans (PIPs) to enhance employee performance.
• Analyze and monitor key performance indicators (KPIs), including Quality Score, First Call Resolution (FCR), Net Promoter Score (NPS), Average Handling Time (AHT), and Productivity Metrics.
• Identify training needs and collaborate with the Training Department to design and implement targeted learning initiatives.
• Support Team Leaders in the development and performance management of their teams.
• Monitor the execution of performance improvement initiatives and assess their effectiveness.
• Prepare and present performance reports and insights to management.
• Ensure compliance with company policies, procedures, and service quality standards.
• Contribute to building a culture of continuous improvement, learning, and professional development across the organization.

It would be nice if you have:

• Previous experience in Call Center or Technical Support environment.
• Experience in coaching, quality monitoring or training.
• Excellent communication and interpersonal skills.
• Strong ability to analyze performance and provide constructive feedback.
• Good knowledge of CRM systems, ticketing systems, and MS Office / MS Excel.
• Strong organizational skills and the ability to manage multiple tasks simultaneously

What you will get:

• Wellness programs to keep yourself fit
• Mobile voice and data to talk
• Discounts on Nova Fixed / Mobile / TV for you, friends, family
• Private Insurance program to check up on your health
• Toddlers allowance to daycare your kids