Performance Improvement Coach

1 month ago


Houston, Texas, United States Harris Health Full time
Job Summary

The Customer Experience Specialist will create a positive and productive work environment by providing daily coaching and development opportunities to Customer Service Center Representatives. This includes promoting effective communication, service excellence, and teamwork in a fast-paced customer service center environment. The ideal candidate will be responsible for coaching and developing a team of Customer Service Center Agents to exceed performance metrics and deliver exceptional customer service. Additionally, they will identify coaching opportunities from quality assurance monitoring and provide accurate and professional information to customers while maintaining confidentiality of sensitive employee, customer, and company data.

Key Responsibilities
  • 70% Responsible for coaching and developing team members in all areas of performance, including metrics and behaviors related to the customer experience.
  • 20% Provides support for new hires during the nesting phase (immediately after training)
  • 10% Sets and monitors performance goals and objectives
Requirements

The ideal candidate will have a high school diploma or GED equivalent and at least 5 years of relevant work experience, including 2 years of experience in the healthcare/plan industry. They will also have strong analytical, organizational, prioritization, and time management skills, as well as the ability to work efficiently and effectively manage stress in a deadline-driven environment.

Competencies

The Customer Experience Specialist will demonstrate the following competencies:

  • Customer Focus
  • Sustainability
  • Reliability and Dependability
  • Employee Empowerment
  • Honesty and Integrity
  • Teamwork
  • Analytical Thinking
  • Attention to Detail
  • Responding Sensitively
  • Coaching
  • Exceptional Verbal and Written Communication Skills
Interpersonal Skills

The ideal candidate will have excellent interpersonal, verbal, written, and listening communication skills, with a high level of comfort in recommending and implementing solutions. They will also demonstrate the ability to retain and motivate employees.



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