Academy Coach

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

The Academy Coach displays an above-average working knowledge of all products, services, and policies. This knowledge has been displayed in part by displaying consistent above-average KPI results in relation to client / VXI goals and by personal observation.

The Academy coach assists the team leader in providing detailed support by taking escalated calls to resolve customer concerns. In addition to handling call escalations, academy coaches also assist with performance coaching for agents and overall call handling support. This includes floor walking to answer real-time questions, delivering group up-training (i.e., lab sessions) and/or individual coaching sessions.

Overview:

Partners with Academy Team Leader to:

• Ensure New Hires progress through new hire classroom training and OJT by identifying and managing performance issues
• Help drive improvement for outliers during new hire classroom training and OJT
• Provide recommendations to Academy Manager pertaining to employee readiness based on overall performance
• Responsibilities:
• New Hire Coaching and Development:
• Provide timely and constructive feedback to guide and encourage participants
• Lead Skills Practice, OJT Mid-day huddles and ensure that iKnow and huddle information is covered
• Monitor associate performance and provide immediate side-by-side feedback using 'Teach, Show, Practice' during new hire and OJT
• Conduct formal coaching with associates and work with Academy Manager to develop success plans as needed
• Use the designated tools and resources such as the OJT Roadmaps to deliver daily Mid-Day education sessions as well as any LOB huddle/knowledge builders

Ongoing Support:

• Identify new hire training and OJT process opportunities and offer creative solutions to enhance the overall experience and increase new hire satisfaction
• Co-inspect training/OJT content and materials for accuracy and relevancy

• During Classroom Training
• Work with Academy Manager to prepare for upcoming training sessions
• Meet with instructor prior to the start of classroom training
• Lead Skills Practice and Role Play activities
• Leverage system Simulators and/or ACES
• Identify any associate gaps or areas of opportunity and partner with Academy manager to develop remediation solutions
• Prepare new hires for OJT

During OJT

• Use OJT Roadmap to guide daily activities including Midday Huddles
• Attend daily touch base meeting with other site Coaches and Academy Manager
• Conduct side-by-side observations to identify associate gaps; facilitate formal coaching in weeks 1, 3, and 4 (if applicable)
• Using associate observations and OJT report and deliver timely coaching and feedback based on identified areas of opportunity
• Ensure that content from huddles and iKnow sessions have been covered with new hires

Physical Requirements:

• Must be able to sit at a desk, talk on the phone and use a computer monitor, keyboard, and mouse for long periods (up to 8.0 hour per day or more)

Requirements:

• Availability to work a flexible schedule which includes all hours of call center operation 7 Days a week, available between 6 am and Midnight once fully operational.
• Ability to interface in positive and professional manner with all levels
• Strong communication skills - verbal and written
• Strong ability to analyze data and determine action items to improve results

Internal Eligibility Requirements

• No active PIP within the last 6 months
• Good Attendance Record, 85% or higher for the last 90 days
• QA Scores, 85% or higher average for the last 90 days
• LOB KPIs at or above goal for the last 90 days
• For lateral transfers, 6 months in current role/LOB
• For promotions, no minimum tenure required

Pay Rate
3293.33

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!