Performance Coach Contact Center

Summary

TriWest Healthcare Alliance is a healthcare company focused on connecting America’s heroes with community health care. The Performance Coach mentors, coaches, and develops contact center agents to improve performance, quality, productivity, and customer service while using performance data, feedback, training, and quality assessments to meet TRICARE contact center goals.

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

Skills

• 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, gained through formal supervisory roles or through progressively responsible work that includes training, coaching, peer mentorship, onboarding, supporting, or other leadership functions. Demonstrated capability in guiding team performance may be used to meet the leadership requirement when a formal title is not present
• Proficient with Microsoft Word, Excel, PowerPoint, and Outlook
• Experience using data analysis to improve agent productivity, quality, and accuracy
• 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
• 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
• 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
• 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
• Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow
• Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment
• Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail oriented
• Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues
• 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
• Availability to work some non-regular hours as required
• Works in a standard office environment or remotely
• Extensive computer work with prolonged sitting
• 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

Qualifications

Must Haves

• 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, gained through formal supervisory roles or through progressively responsible work that includes training, coaching, peer mentorship, onboarding, supporting, or other leadership functions. Demonstrated capability in guiding team performance may be used to meet the leadership requirement when a formal title is not present
• Proficient with Microsoft Word, Excel, PowerPoint, and Outlook
• Experience using data analysis to improve agent productivity, quality, and accuracy
• 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
• 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
• 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
• 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
• Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow
• Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment
• Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail oriented
• Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues
• 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
• Availability to work some non-regular hours as required
• Works in a standard office environment or remotely
• Extensive computer work with prolonged sitting

Nice to Haves

• 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

Benefits

• 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).
• You may also be considered for frequent pay raises.
• Overtime opportunities to earn even more.
• Recognition and reward programs.
• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time