The Support Coach assists new contact center team members in their onboarding and success at ModivCare. 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 ModivCare 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
Education
High School Graduate or General Education Degree (GED)
2 to 5 years contact center customer service experience is strongly preferred
1+ year(s) experience in a lead position strongly preferred
Skills & Experience
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
We value our team members and realize the importance of benefits for you and your family.
ModivCare offers a comprehensive benefits package to include the following:
Medical, Dental, and Vision insurance
Employer Paid Basic Life Insurance and AD&D
Voluntary Life Insurance (Employee/Spouse/Child)
Health Care and Dependent Care Flexible Spending Accounts
Pre-Tax and Post --Tax Commuter and Parking Benefits
401(k) Retirement Savings Plan with Company Match
Paid Time Off
Paid Parental Leave
Short-Term and Long-Term Disability
Tuition Reimbursement
Employee Discounts (retail, hotel, food, restaurants, car rental and much more!!)