NTSD Cable Program - Flex Coach Alpine Access
THIS JOB HAS EXPIRED Position Summary
Coaches are responsible for providing call support and assistance in Agent Chat Rooms, answering escalated/supervisor customer calls and making outbound calls to follow-up on escalated issues with customers. Coaches are expected to participate in Coach Team meetings, remain current with all Required Readings and Toolbox changes, complete support Shift Reports, review Error Reports, monitor Key Performance Metrics and report back to Team Leaders. Coaches may also be asked to monitor Agents and deliver coaching feedback. Coaches will take a minimum of 5 hours per week of calls as a CCP. Coaches may also assist with recruiting needs.
To perform the job successfully, the Coach should demonstrate the following competencies:
Coach and mentor a team of customer care professionals (CCPs) , motivate team to meet/exceed metrics
Lead peers and subordinates with a vision of passion and trust
Building relationships, views people positively, resolves conflicts and finds ways to compromise
Ability to prioritize workload and meet deadlines, Gathers and analyzes information skillfully
Plans work activities and sets goals and objectives, supervise production
Effectively communicate with team of CCPs on a regular basis
Able to adapt to change in a positive environment
Works with integrity and ethically while upholding organizational values
Duties and Responsibilities:
Participates in task forces, special projects, committees or team meetings.
Create detailed supporting documents.
Consider abstract technical situations.
Use appropriate language and terminology.
Accurately summarize and document information.
Analyze situations and predict outcomes based on knowledge or prior experience.
May handle escalated calls personally
Troubleshoots CCP issues; escalates issues as needed
Other duties as assigned
Manages Agent staff effectively in a remote environment.
Assist with supervising and developing staff.
Exceeding metrics as a CCP
Must be a subject matter expert with demonstrated proficiency.
90% schedule adherence on current program is required.
Additionally, the below statistics must be met for the successful candidate:
Adherence > 85%
AHT HCP < 310 seconds
AHT CM < 350 seconds
Abilities and Expectations
Strong organizational and interpersonal skills.
Demonstrates successful teamwork and collaboration skills.
Demonstrates strong communication skills, writing competency, effective listening, and presentation skills.
Self-motivated, highly organized, and detail-oriented.
Ability to establish effective working relationships with Alpine departments, and client organizations.
This is a Flex role, 10-15 hours coaching and 25-30 as a CCP
Must receive a letter of recommendation from current Team Lead
Must forward resume AND letter of recommendation to firstname.lastname@example.org
Must currently be on the Rogers NTSD program
Performance must meet or exceed metrics
||1120 Lincoln Street |
Denver, CO 80203
THIS JOB HAS EXPIRED