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Resource and Program Coach

2 months ago

Tucson, Arizona, United States Pyx Health Inc Full time
Job Title: Resource & Program Coach

About the Role:

The Resource and Program Coach is a critical member of our team, responsible for training and documentation of the Outreach call center. This role requires a strong ability to create, maintain, and evaluate training materials, as well as resource materials, to ensure the success of our team members.

Key Responsibilities:

  • Plan, direct, and facilitate training sessions for new hire and ongoing training for all outreach team members.
  • Create and update training materials, evaluations, and completed training session summaries.
  • Collaborate with management to enhance the delivery of content and improve effectiveness.
  • Identify gaps and provide actionable expert recommendations for success.
  • Provide weekly feedback to the team on training and quality needs assessments throughout the organization and make recommendations for improvements and updates.
  • Provide one-on-one coaching to new hires during training and the nesting period.
  • Create and maintain all desk-level procedures and quick reference guides for the Outreach team.
  • Enable and motivate team members to deliver exceptional experiences through ongoing support, development, empowerment, and positive reinforcement by consistent performance coaching.
  • Effectively manage coverage of multiple documents, including training decks, reference materials, desk-level procedures, standard operating procedures, and quick reference guides.
  • Measure and track the progress of training reports with coaching training and recommend changes based on feedback and observations within the team and new hire training.
  • Manage new graduates and mentor new hires, resulting in skill development during training and nesting periods.
  • Prepare reporting to be shared with leadership regarding the performance of the team as well as the results of training and new hire campaigns.
  • Partner with the quality department and participate in call calibrations.
  • Review and monitor team calls for best practices and areas of opportunity.
  • Manage new graduates and mentor new hires, resulting in skill development during training and nesting periods.
  • Responsible for managing other employees, including assisting in recruiting and onboarding, performance improvement, termination, performance management, etc.

Requirements:

  • Bachelor's degree or extensive experience in lieu of formal education.
  • Three (3) years of Contact Center Operations experience with at least two (2) years of Outbound experience.
  • Three (3) years of proven management experience with training and direct reports, preferably in the healthcare or sales industry.
  • Functional knowledge of call center technology and systems, process flow, telephony, CRM tools, technology, and all processes within a call center environment.
  • Flexible schedule for various shifts, including evenings.
  • Bilingual English/Spanish preferred.
  • Flexible to work a structured schedule that includes evening hours up to 8:00 p.m. in a HIPAA-compliant remote setting.

Skills:

  • Strong relationship-building skills, prioritization, and solutions-oriented.
  • Ability to analyze and explain data-based findings into clear, relevant, and actionable insights.
  • Ability to plan and manage work under time constraints with multiple priorities.
  • Must be proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint.
  • Must be a compassionate, empathetic, dynamic leader.
  • Ability to identify concerns or patterns and effectively problem-solve.
  • Strong and effective leadership, mentoring, and coaching skills with the ability to motivate and develop employees to support their engagement, growth, and goal achievement.
  • Ability to effectively communicate and collaborate to influence performance.