Performance Coaching - Analyst

JOB SUMMARY AND RESPONSIBILITIES

• Lead a team of Performance Coaches, including training, delegating tasks, providing feedback and conducting performance evaluations.
• Oversee the execution of monthly audits completed by the Performance Coaching Team.
• Be an expert on policies and procedures for all lines of business you support (internal)
• Collect and analyze data from each audit/monitor activity and assist operations teams with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results.
• Conduct/participate in calibration sessions to ensure consistent scoring across team members.
• Lead meetings with management and other stakeholders.
• Evaluate findings and make appropriate recommendations to the operations and training departments for training improvements.

BASIC QUALIFICATIONS

• Tenure of at least 12 months in current role (internal)
• Demonstrated history of consistently above average call metrics including ACW, AHT, adherence, calls per day and quality & compliance scores (internal)
• At least 12 months experience in a call monitoring leadership role (external)
• Ability to self-manage and motivate.
• Resiliency and adaptability to lead through various business changes
• Ability to quickly build knowledge of policies and procedures
• Ability to positively impact team culture and effectiveness
• Ability to provide coaching and feedback in a clear and constructive manner.
• Basic Microsoft Office skills