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PHX 1 Support Coach


  • LogistiCare
  • 08/13/20
  • Phoenix, AZ
  • 85282
  • Full-time
The Support Coach assists new contact center team members in their onboarding and success at LogistiCare. 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 LogistiCare 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

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

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

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

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.

* Approximately 80% of work time is conducted in an office environment in a controlled atmosphere building and up to 10% will involve travel.
* The noise level in the work environment is usually moderate.

LogistiCare is an Equal Opportunity Employer

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


Employer Information

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