We are seeking a dedicated and experienced Performance Coach to join our team and provide comprehensive coaching and leadership to support our call center agents. The ideal candidate will be responsible for improving the overall performance of our call center by identifying areas for improvement, developing coaching programs, and delivering coaching sessions to enhance the skills and productivity of our agents. If you are passionate about driving excellence and have a proven track record in call center coaching, we encourage you to apply.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Regularly assess call center metrics and performance data of agents to identify trends, areas for improvement, and training needs.
Conduct a minimum of 4 coaching sessions per day to ensure consistent development and performance enhancements of contact center agents
Collaborate with Operations Managers, Customer Experience Associates and agents to ensure effective communication and alignment of performance expectations
Create and deliver training materials, resources, and workshops to support the ongoing development of call center agents.
Monitor and evaluate the effectiveness of coaching programs and adjust strategies as needed to maximize impact.
Stay updated on industry best practices and emerging trends in call center operations and coaching methodologies.
Provide and document interactive coaching, remote and on-site call observation, and provide impactful feedback.
Handle escalated calls with a proactive and solution-oriented approach.
Engage with clients to gather feedback, share insights, and provide proactive recommendations for performance improvements
Use dashboards/reports to track, optimize, and represent performance targets along with finding opportunities for improvement.
Ensure 100% compliance with processes and protocols implemented by the company and clients.
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:
* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.
MINIMUM JOB REQUIREMENTS: (Education, Experience, Skills)
Proven experience in a call center environment, with a strong understanding of call center operations, metrics, and performance management.
Demonstrated success in coaching and developing call center agents to achieve performance targets and deliver exceptional customer service.
Excellent communication and interpersonal skills, with the ability to build rapport and provide constructive feedback to individuals at all levels of the organization.
Strong analytical and problem-solving abilities, with the capacity to interpret data and identify performance trends and opportunities for improvement.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
Certification or training in coaching methodologies and performance management is a plus.
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