Resolution Team Coach
Consumer & Customer Care
Full Time
Augusta, Ga
2018-08-31

The Coach is responsible for providing daily coaching feedback and training to a team of Customer Service Representatives with the focus of driving lifetime consumer brand loyalty and profitable growth. Through indirect leadership, the Coach is in a strong position to influence organizational performance, efficiency and employee engagement. Therefore, this role must demonstrate positivity, enthusiasm, continuous improvement and professionalism.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Holds regular development discussions with team members and motivates many kinds of people to achieve excellence on all performance targets (quality, productive and revenue)
  • Creates a climate in which people want to do their best and makes each individual feel their work is important
  • Conducts side-by-side, remote monitoring activities, reviews monthly scorecards and performance metrics and quality assurance assessments with customer service agents and articulates strengths and limitations through feedback and coaching with the outcome of improving performance
  • Consults with Customer Service Managers on quality assurance disputes as needed and participates in and meaningfully contributes to quality assurance calibrations
  • Addresses and counsels customer service agents on unauthorized auxiliary times as identified by Customer Service Manager
  • Reduces file rework requests by addressing trends and root causes as reported by Customer Service Managers
  • Implements team and individual performance improvement action plans as developed by Customer Service Manager
  • Implements process changes as directed by Customer Service Manager
  • Supports Customer Service Managers with processing of goodwill gestures as needed
  • Updates team visuals with operational metrics as instructed by Customer Service Managers
  • Other duties as assigned

Minimum Qualification

  • High School diploma or equivalent, college degree strongly preferred
  • Minimum 2-year experience in sales or consumer service
  • Minimum 1 year supervisory/coaching experience
  • Or equivalent combination of education and experience

    KNOWLEDGE, SKILLS & ABILITIES

  • Strong ability to adapt personal, interpersonal and coaching behavior to quickly influence positive individual performance
  • Easily approachable builds rapport and is sensitive to and patient with others
  • Uses time effectively and efficiently by concentrating efforts on the more important priorities
  • Demonstrates good active listening skills and is interested in understanding the motivations of others to drive improvement
  • Has demonstrated superior functional and technical knowledge of a Customer Service Representative position
  • Excellent communication skills – verbal and written
  • Ability to support and drive a direction or vision
  • Capable of multi-tasking and meeting deadlines
  • Demonstrates strong initiative and pro-active mindset
  • Problem-solving and analytical skills with particular attention given to detail and accuracy
  • Demonstrated customer obsession resulting in the ability to meet and exceed consumer needs
  • Strong selling and persuasion skills
  • Beginners knowledge of Microsoft Word and Excel
  • Experience with SAP CRM, Service Power, IPL, Avaya phone systems a plus
  • Bilingual capabilities a plus