Customer Experience Senior Specialist (Coach) at Teleperformance USA in NORFOLK, Virginia

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

Qualifications

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

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.