NACE Coach

Job description

Primary Job Responsibilities

This is an entry-level leadership position that helps drive performance improvement through integrated and real-time coaching. The role of a Coach will support the Team Leader and Manager by coaching Teammates on the Basics as well as motivating them to become the best. The Coach role also consists of evaluating Teammates in CMM. This role requires moderate supervision.

Job Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Preparation: Uses the individual's development assessment to prioritize what to coach

• Partner with Team Leader / individual trends

• Use of Coaching playbook and development guide to determine course

• Coordinates with Coach Team Leader and Managers to ensure appropriate number of quality reviews are performed for each Teammate

• Develops Action Plans to assist Teammates in improving overall quality of customer interactions

Integrated coaching on customer interactions in real-time, on-the spot, day to day workflows

• Coach Teammates on Behaviors, Action Plan, job knowledge to improve customer and productivity metrics.

Scheduled coaching - formal coaching focusing on the Action Plan is used to coach Teammate behavior

• Conducts quality reviews of teammate's performance within functionally specific departments to ensure quality service goals and standards are met.

Customer-facing work

• Keep up to date with knowledge and self-development

• Remain up to date with the Voice of the Customer by having customer interactions

• Serve as a Change Champion within the team when it comes to Tools, Product/Policy and other related topics

Provides feedback to the right groups updated with appropriate information (Customer Insights, Content, KB, Help pages, documenting trends in coaching sessions)

• Feedback loop into Learning – Filtering observable departmental learning needs to the Learning organization (training effectiveness), departmental Policy / Process / Tools needs

• Summarizes findings and recommendations and forwards to Team Leader to use in performance assessments

• Work with the QA and Learning teams to help identify gaps and/or trends to enhance performance of the teammates

• Shares best practices amongst peers

Education

Diploma or Equivalent

Job Title

Operations Support Specialist 4

Removal Date

27-Apr-2016