Performance Success Coach

2 weeks ago

Charlotte, United States Caring.com Full time
Job DescriptionJob Description

The Company and Our Mission:

Caring.com is a leading online resource for seniors and their loved ones seeking information and access to senior living and care. We apply cutting-edge technology to our mission: to help as many seniors and their caregivers as possible through empathetic, expert guidance.

We take pride in helping the 45 million caregivers across the U.S. find help for their aging family members. Our offerings include a robust directory of providers, one-on-one support from our expert Family Advisors, helpful content, and authentic reviews from seniors and their families. We are an agile team that succeeds by marrying rigorous, data-driven thinking with real empathy for users and the quality of their experience.

Don't think that all this talk about aging keeps us from having a good time. We're a vibrant group of highly talented, results-oriented types who want to use our time and skills to make an impact — all while enjoying a fun, friendly and supportive work environment. We hope you'll consider joining us.

About the Position:

The Performance Success Coach will coach and manage a team of Family Advisors (FA) in our consumer sales and advisory organization.

Expectations

* Coach FA behaviors to meet and exceed Performance Metric expectations.

* Manage FA timecards, sick time, PTO, and other time off benefits according to Company policy.

* Create recorded sessions and written plans for performance coaching with each FA on team a minimum of once per week.

* Create and deliver performance coaching to continuously improve FA performance. This includes weekly one-on-ones, group round tables, team meetings, and other check-ins, as well as weekly and monthly organization of records and recorded coaching sessions for management and HR review.

* Write and deliver appropriate accountability to FAs in the form of warnings, lead concerns, and Performance Improvement Plans, according to HR policy.

* Meet with and coach newbies 3+ times per week depending on FA schedule, availability, and progress.

* Daily and weekend MOD (manager on duty) rotation and corresponding duties as assigned, including:

  • Monitor and communicate volume delivery
  • Monitor Suspect Inquiry Queue
  • Clear Self Qualified Queue
  • Manage for Speed to Lead
  • Manage attendance
  • Clear Valid Leads with Missing Notes page
  • Manage hourly text confirmation report

* Maintain company and team confidentiality per Company policy and signed employment agreements.

* Maintain a team average Move-Ins per Advisor of 6+ monthly with consistency.

* Create and foster positive team culture and FA mindset.

* Communicate timely and effectively concerning lead concerns and QA disputes on behalf of FA's and providers.

* Assist with new hire training as needed.

* Perform 1st round interviews as needed for FA hiring.

* Manage and improve FA efficiency on and off calls with time management coaching.

* Cultivate mentors and develop incumbents for promotions.

* Accomplish weekly assignments given at weekly Calibration meetings.

* Consistently communicate with HR regarding employee relations, performance issues, questions, leaves of absence, medical issues, etc.

* Attend Manager Professional Reading Group.

* Take part in small group Manager Collaboration events

Caring LLC is an Equal Opportunity Employer.

Diversity, Equality, and Inclusion at Caring.com
Our history has taught us that treating everyone with dignity and respect is vital to our ongoing success. We embrace and seek out diversity that is inclusive of thought, race, ethnicity, gender, age, religion, sexual orientation, experience, and background. We find that this diversity and openness ensures that all our associates have equal access to opportunities and resources to contribute fully to the organization's success, and it fuels innovation, improves strategic thinking, and cultivates leadership.

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