There are many different posts in IP Globalnet’s call center.
Call center advisors are guided and supported by their team coaches, who in turn report to a client manager. All these call center operations are supported by a backoffice team along with the sales & marketing, training and quality, legal, HR, finance and ICT departments.
Call center advisors play a key role as the customer’s first point of contact. Call center advisors either take calls from customers or contact customers by telephone. They then handle the administration after each call.
The team coach is responsible for instructing and supporting his or her team of call center advisors. The team coach answers questions put by advisors, gives them instructions and when necessary provides the needed direction in the form of monitoring or quality controls. The team coach also handles the personnel administration of his or her team (making arrangements for leave, drawing up timetables, etc.) and proactively monitors the team’s productivity to get the best result.
Any chance of promotion?
At IP Globalnet, we give everyone a chance to develop from call center advisor to team coach. When there is a vacancy for the post of team coach, the invitation to apply is distributed internally and our own staff is encouraged to undertake this new challenge. If your profile matches the requirements, you never know - an internal assessment could be your ticket to a new career.