We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).
Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.
Veterans, Reservists, Guardsmen and military family members are encouraged to apply!
Job Summary
The Performance Coach of Contact Center Performance team is responsible for mentoring, coaching, and developing contact center agents to increase and enhance their performance, quality, and general customer service skills. This role works closely with Performance Support team members to provide agents with ongoing feedback, the implementation and administration of gap training, and using performance data to ensure training and quality actions result in agents meeting service standards and performance consistently. The performance coach is responsible for assessing agent’s customer service interactions with the beneficiary, healthcare provider, and government callers and other inbound interactions. This position also provides solutions for increasing agent efficiency and productivity to meet TRICARE contact center goals.
Education & Experience
Required:
- High School diploma or GED
- U.S. Citizenship
- Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
- 2 years+ of experience in a performance-based contact center in a supervisory role or role that involved training or coaching to improve performance
- Proficient with Microsoft Word, Excel, PowerPoint, and Outlook
- Experience using data analysis to improve agent productivity, quality, and accuracy
Preferred:
- Associate or bachelor’s degree in business, Communication, or a related field is preferred
- Veteran, military spouse or military affiliated
- Experience with performance management software and tools (e.g., Salesforce, Verint, etc.) is preferred
Key Responsibilities
Provide one-on-one coaching sessions with agents to improve customer interactions, quality, accuracy and production performance metrics in accordance with TriWest’s contractual guidelines and Service Level Agreement(SLA)s with the Defense Health Agency (DHA).- Identify performance gaps and implement tailored coaching strategies to address agent opportunities and resources efficiency.
- Observe and evaluate calls, written correspondence, chats, and other customer interactions to ensure quality standards.
- Monitor agent performance against key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), caller satisfaction, and adherence to service level agreements (SLAs).
- Provide timely feedback to agents and escalate performance issues to leadership when necessary.
- Recommend and present suggested action plans for performance improvement for underperforming agents to TriWest and its sub-contractor partner leaders.
- Partner with TriWest Corporate Training Team to conduct training sessions to improve agent skills, including TRICARE knowledge, customer handling techniques, and communication strategies.
- Collaborate with training teams to deliver new hire onboarding and ongoing training.
- Use performance metrics and data to track agent progress and identify trends that may require coaching or process improvements.
- Create reports and dashboards to present performance data and improvements to leadership.
- Use performance data to recognize top performers and motivate underperformers for both TriWest and its subcontractor partner agents.
- Coordinate with the quality assurance team to periodically conduct audits of calls and customer interactions to maintain a high level of service quality.
- Ensure compliance with legal and regulatory requirements related to customer service.
- Work closely with team leaders, managers, and Human Capital to ensure that performance goals are aligned with overall TriWest business objectives.
- Foster a positive, motivating, and performance-driven culture within the contact center team.
Competencies
Communication / People Skills: Exceptional written and verbal communication skills to provide clear, concise and constructive feedback to agents. Ability to professionally interact with others. Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.
Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications. Knowledge of Quality Assurance programs, tools and methodologies in a contact center environment and proficient with records maintenance.
Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required. Adapts easily to changing priorities communicated by leadership.
Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.
High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.
Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.
Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail oriented.
Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.
Team-Building / Team Player: Strong teamwork and collaboration skills to work effectively with others, including supporting the onboarding needs of new team members. Ability to motivate, mentor, and coach agents effectively.
Working Conditions
Working Conditions:
- Availability to work some non-regular hours as required
- Works in a standard office environment or remotely
- Extensive computer work with prolonged sitting
