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Only 24h Left Contact Centre Team Coach

1 month ago

Dublin, Dublin City, Ireland Field Management Ireland Full time

Your mission Were looking for an experienced Contact Centre Team Coach to support and develop our high-performing team. This is a hands-on role where youll deliver structured onboarding and induction training, provide ongoing side-by-side coaching, and help team leaders improve performance. Youll also handle escalated customer complaints and help embed a culture of quality and continuous improvement. You must have at least 2 years experience coaching agents in a contact centre or similar high-volume environment, with proven ability to improve performance, resolve escalations, and deliver results. What Youll Do Deliver onboarding and induction training to new starters. Coach agents to improve call quality, sales, and customer experience. Work with team leaders to address performance gaps. Take ownership of escalated or complex complaints. Track progress and recommend improvements. Your profile What Were Looking For At least 2 years experience coaching in a contact centre. Skilled in training, coaching, and motivating teams. Confident handling escalations and giving feedback. Comfortable working with KPIs and performance metrics. Proficient with CRM and telephony systems. Desirable: Formal coaching or training qualification. Experience with quality monitoring tools. What We Offer Competitive salary & benefits. Career development & training opportunities. Supportive, inclusive team environment. Why us? At FMI, youll be part of a supportive, high-performing team that values growth, collaboration, and innovation. We offer ongoing training, real opportunities for career progression, and the chance to work with top brands across diverse industries. Whether youre in the field or the office, youll find a strong sense of connection and purpose here. Skills: coaching mentoring contact centre development Benefits: pension healthcare