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Support Coach

Company: LogistiCare
Location: Austin
Posted on: May 6, 2021

Job Description:

The Support Coach assists new contact center team members in their onboarding and success at ModivCare. Responsible for providing new team members ongoing development and support, through effective coaching as well as providing tools and resources to assist in meeting and exceeding performance goals. ESSENTIAL FUNCTIONS * Assists in transition from the classroom to nesting and from nesting to the production floor * Leads by example by following ModivCare policies and procedures * Delivers quality development and support to new hires obtained from a variety of observations * Documents observations, detailing the development and support sessions delivered, including follow up * Maintains complete confidentiality of all sessions, including the specifics provided to others * 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, policies and procedures, systems and soft skills * Assist in escalations from Contact Center New Hires * Provides development and support to existing team members as needed on the floor * May have responsibility for setting up new hires in the Learning Management System * May takes calls for part of their weekly shift to maintain an accurate understanding of position requirements * Conduct Quality Monitoring sessions with new team members and provide feedback * Maintain complete confidentiality of all sessions, including the specifics provided to others * May assists in facilitating new hire and ongoing training as needed by local operation * Other duties as assigned POSITION QUALIFICATIONS Education High School Graduate or General Education Degree (GED) * 2 to 5 years contact center customer service experience is strongly preferred * 1+ year(s) experience in a lead position strongly preferred Skills & Experience * 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 We value our team members and realize the importance of benefits for you and your family. ModivCare offers a comprehensive benefits package to include the following: * Medical, Dental, and Vision insurance * Employer Paid Basic Life Insurance and AD&D * Voluntary Life Insurance (Employee/Spouse/Child) * Health Care and Dependent Care Flexible Spending Accounts * Pre-Tax and Post -Tax Commuter and Parking Benefits * 401(k) Retirement Savings Plan with Company Match * Paid Time Off * Paid Parental Leave * Short-Term and Long-Term Disability * Tuition Reimbursement * Employee Discounts (retail, hotel, food, restaurants, car rental and much more!!) ModivCare is an Equal Opportunity Employer Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Austin , Support Coach, Other , Austin, Texas

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