Customer Experience Senior Specialist (Coach) at Teleperformance USA in Milwaukee, Wisconsin

Job Title

Coaches must have the experience of taking calls, applying training and proven proficiency in the role. Must maintain the ability to assist on the phone if needed for consumer escalations or due to understaffing as dictated by UHS only. Support training initiatives and strategy. Coach Agents/Representatives to improve knowledge, engage consumers, compliantly enroll Consumers into an appropriate plan, and enhance sales skills where appropriate. Collaborate with Operations Manager and site Supervisors to develop and then execute upon daily plan to drive improved performance. Coach and update Agents/Representatives via call calibrations, one-on-ones, live side-by-sides, huddles, team meetings, etc. Drive high-performance sales, compliance and consumer experience standards and outcomes by executing on the details outlined within this Operations Guide as well as the L.E.A.D training. Actively monitor agents via Live listen Recommend changes when necessary. Assist in implementation of new processes. Complete UES documentation and coaching

High School Diploma Must have an active healthcare license At least 1 year call center experience MUST be available to work any 8 hours between 7:00AM-7:00PM EST Mon-Fri Ability to teach and coach to improve sales performance. Self-Motivated, as well as the ability to motivate a team to success. Values accountability. Eagerness to help people. Ability to adapt quickly to change. Ability to work collaboratively with the Team Supervisor to improve overall team performance in a brick and mortar and/or a remote environment. Support the learning environment. Apply knowledge of curriculum topic objectives. Demonstrate ability to effectively coach training objectives. Coach skill set and incentive base should be based on team performance and not their individual performance. Experienced with the Microsoft Office Products - Excel, Word, and PowerPoint Must pass background and drug test

Required Skills: Process Excellence Collaboration Communication Emotional Intelligence Open-Mindedness Critical Thinking Solution Orientation Entrepreneurship AI Proficiency Data Literacy

Benefits and Culture

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental. We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible. We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts. At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families. TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.