Team Coach

About Atos Group

Atos Group is a global leader in digital transformation with c. 67,000 employees and annual revenue of c. €10 billion, operating in 61 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is the brand under which Atos SE (Societas Europaea) operates. Atos SE is listed on Euronext Paris.

The purpose of Atos Group is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

The Team Coach is responsible for raising the quality and consistency of customer interactions across an inbound contact centre team. This role focuses on structured call quality assessments, coaching, face-to-face feedback, and ongoing mentoring to improve individual and team performance, capability, confidence, and wellbeing. The Team Coach supports agents to meet required standards for customer experience, compliance, accuracy, behaviors, and productivity.

Where purpose meets career:

Influence: Drives consistent quality standards through strong personal credibility and effective coaching influence.

Work Team Culture: Builds a positive, accountable team culture that balances high performance with trust and engagement.

Mentoring: Develops capability and confidence through ongoing mentoring, supporting both immediate performance and long‑term growth.

Responsibilities:

• Conduct regular quality assessments on inbound calls using agreed scorecards, ensuring objective, evidence-based scoring and accurate documentation in EvaluAgent.
• Provide timely, constructive face-to-face feedback, clearly explaining strengths, development areas, and quality standards.
• Deliver 1:1 coaching and performance support focused on call handling, customer experience, process accuracy, and compliance.
• Identify recurring quality themes, root causes, and coaching opportunities, and share insights with stakeholders.
• Lead team briefings to communicate updates, reinforce best practice, and celebrate improvements.
• Act as a mentor, supporting agent wellbeing, capability development, and onboarding of new starters.
• Collaborate with Team Leaders, Trainers, QA, and Operations to drive continuous improvement and reduce quality variance.

Skills we can’t do without:

• Proven experience in coaching, mentoring, quality assurance, or team support roles
• Strong working knowledge of the CCS call handling processes, customer journeys, and service standards
• Familiarity with compliance and data protection principles

Essential Criteria – BPSS Eligibility

To be eligible for BPSS clearance, you must have lived and worked in the UK continuously for the past 3 years.

Benefits:

Pension Scheme - contributions matched up to 10%

Private medical cover

Income Protection

Life Assurance

25 days paid leave + National Holidays

Flex benefits program

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment. 

Choose your future. Choose Atos.