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CC Job Coach

Company: LogistiCare
Location: Austin
Posted on: January 14, 2019

Job Description:

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. ESSENTIAL FUNCTIONS 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 POSITION QUALIFICATIONS Competency Statement(s) 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 REQUIREMENTS Education High School Graduate or General Education Degree (GED) Experience 2 to 5 years contact center customer service experience is strongly preferred 1+ year(s) experience in a lead position strongly preferred Skills 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 WORKING CONDITIONS Physical Demands 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. Physical Requirements -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 -Ability to meet the requirements of the Customer Service Representative job description WORK ENVIRONMENT 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. Entire work time is conducted in an office environment in a controlled atmosphere building. The noise level in the work environment is usually moderate. LogistiCare is an Equal Opportunity. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Austin , CC Job Coach, Education / Teaching , Austin, Texas

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