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CC Job Coach
Job TitleCC Job Coach
The Contact Center Job Coach assists new employees in their onboarding and success at LogistiCare. Responsible for providing existing employees: ongoing coaching and support for meeting performance metrics through side-by-side observations and work review.
Assists in developing and updating training manuals, handouts and aids
Trains staff through delivery of a consistent member experience
Assists in facilitating new hire and ongoing training as needed by local operation
Sits with new and existing employees to provide feedback obtained from side-by-sides monitoring and other work output observations
Documents observations, detailing the feedback and coaching delivered
Provides informal coaching to employees as needed on the floor and as requested by management
Reports any pertinent trends regarding necessary or recommended adjustments to curriculum based on interactions and observed deficiencies
Serves as a subject matter expert for identified contracts/LogistiCare systems
Follows LogistiCare policies and procedures to serve as an example to others
Maintains complete confidentiality of all observations and feedback/coaching provided to others
Travels to provide support as a subject matter expert during implementations and as needed to support operations initiatives
May have responsibility for setting up new hires in the LMS system
May takes calls for part of their weekly shift to maintain an accurate understanding of position requirements
Assist CC CSRs as an information resource or helpdesk capacity for non-escalated matters.
Other duties as assigned
Accurate - Ability to perform work accurately and thoroughly
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer Oriented - Ability to take care of the customers' needs while following company procedures
Interpersonal - Ability to get along well with a variety of personalities and individuals
Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems
Relationship Building - Ability to effectively build relationships with customers and co-workers
Working Under Pressure - Ability to complete assigned tasks under stressful situations
Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous
Reliability - The trait of being dependable and trust worthy
High School Graduate or General Education Degree (GED)
2 to 5 years contact center customer service experience is strongly preferred
1+ year(s) experience in a lead position strongly preferred
Excellent customer service and people skills and must be able to work independently or with a team
Ability to quickly learn new technology and processes
Must be able to understand and follow complex instructions
Read, write and understand English fluently
Ability to accurately type 35wpm
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Able to sit at and work on a computer for periods of time
- Able to use the phone for periods of time
- Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves
- Required to be at the work location to perform job functions
- Ability to speak, hear and see for the assigned work day
- Repetitive key stroke/data entry for the assigned work day
- Ability to ambulate as needed for the assigned work day
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Approximately 80% of work time is conducted in an office environment in a controlled atmosphere building and up to 20% will involve travel.
The noise level in the work environment is usually moderate.
LogistiCare is an Equal Opportunity Employer.