RIHBE Seasonal Coach/Supervisor - Full-time / Part-time

Optum is currently searching for a Seasonal Coach to assist in leading Customer Engagement Speciailists (CES) to their highest potential in our call center environment. The Coach will be responsible for a variety of tasks, all of which play a key role in maintaining customer and Client loyalty. This individual will execute the majority of hiring decisions of CES staff, will monitor sales calls to ensure that all customer needs are met and Client compliance guidelines followed, and will ensure that representatives are abiding by all Company policies. He/she will analyze data to determine the root cause of both positive and negative business results and will help create solutions to major issues. The Coach will at times participate in follow-up calls or escalations to ensure that the customer is 100% satisfied upon ending their call and at times may be the determining factor as to whether or not a customer remains loyal to the client. This position requires a high energy person whom enjoys a competitive work environment and assisting others in succeeding. The Coach must be able to coach, motivate, and encourage representatives to succeed and solve customer issues and thus improve the quality of service support Optum provides to our clients.

Position Duties/Responsibilities:

• Build team of representatives through conducting interviews and making hiring decisions
• Ensure that CES resolving all customer needs
• Ensure all client quality requirements are met and exceeded
• Monitor calls to improve representative performance and to ensure that representatives are following procedures set forth by the client
• Uphold all quality and compliance standards
• Analyze data to identify performance trends as well as root causes of quality issues
• Determine drivers of good/bad performance and create solutions for improvement
• Act as a Subject Matter Expert for assigned program (be knowledgeable of all “ins” and “outs” and prepared to educate others on them)
• Ensure compliance procedures upheld
• Handle customer follow ups and escalation calls to assist callers in resolving any unresolved issues
• Perform quality monitoring and coach assigned team members to attain internal and external key performance indicators
• Educate, motivate, lead, guide, and direct all assigned CES to reach their highest potential both in terms of service metrics and career goals
• Monitor and track assigned employees for progress against internal and external objectives
• Troubleshoot any issues CES are experiencing with internal systems (i.e. bConnected, Kronos, Avaya, Client systems, etc.)
• Manage employee attendance and provide disciplinary action for CES who do not follow the designated policies
• Write and deliver performance improvement plans to both teams and individuals
• Interact with Workforce Management department to ensure all staffing and production requirements are met
• Complete Employee Counseling Reports and manage any leave time requested by CES
• Manage payroll process for employees (ensure that all employees are paid correctly and on time). Escalate when this is not the case
• Execute one-on-one coaching on occasion with CES on a regular basis

Minimum Requirements

Knowledge, Skills & Abilities Required:

• Bachelor’s Degree preferred, but not required
• Equivalent experience may be considered
• Must have 2-4 years of contact center supervisory experience
• Strong customer service experience highly beneficial (excluding retail experience)
• Skilled in de-escalating irate customers
• Able to exude empathy; able to relate to customer and gain their trust
• Able to work with customer in a manner in which their needs are met within one interaction
• Ability to work independently, as well as in a team environment, to accomplish a common goal
• Must be able to effectively communicate (both verbally and in written form)
• Demonstrated strong analytical skills
• Strong interpersonal skills
• Strong presentation skills
• Ability to handle multiple tasks and requests while maintaining results in core job functions and responsibilities
• Ability to facilitate change within the organization in a positive manner
• Ability to effectively communicate with various positions in remote centers and departments as needed
• Proven ability to drive performance and results in a fast-paced environment
• Working knowledge of Microsoft Office software package

Personal Attributes:

• Enjoys fast-paced/high energy work environment
• Strong multi-tasker
• Works well under pressure
• Extremely perceptive individual, capable of relating to individuals at all levels
• Sensitivity toward corporate needs, employee goodwill, and public image
• Significant interview skills, coaching skills, and conflict resolution
• Strong negotiation, planning, staffing, and hiring skills
• Professional acumen in order to interact with and handle various escalated issues from internal and external customers
• Consistent positive demeanor when handling various job responsibilities
• Must possess good time management and organization skills
• Ability to work as business needs dictate