What are the responsibilities and job description for the Interaction Management Coach (Hybrid) position at NYCM?
The Interaction Management Coach is responsible for the coaching of internal and external employees on customer interactions with the primary focus on areas of opportunity to enhance our customers' experiences through voice, email, chat, and other personal interactions. With supervision, provide staff scores for customer service competency which is part of the employee performance evaluations. Execute NYCM vision training modules and score cards covering effective call quality measurements, production, and calibrations. Establish positive, effective partnerships with division management. Assist in implementing and maintaining interactive best practices and coaching.
Duties & Responsibilities:
- Coach divisional personnel regarding their interactions
- Coach and collaborate customer facing personnel to ensure organizational consistency regarding interaction management quality standards with management guidance
- Set and monitor objectives for staff including training with staff and direct supervisors
- Train and communicate storyboarding organizationally
- Assist in soft skills training programs
- Set customer service performance goals and objectives for staff
- Track score card information for performance reviews
- Score card all channels of communication with all customers in the NYCM ecosystem
- Run and analyze reports for performance metrics across divisions
- Review text/speech analytics and provide feedback for coaching across divisions
- Act as objective customer advocate throughout the organization
- Facilitate outbound calls to customers as necessary
- Actively listen to customers to identify areas of opportunity that meets our customer's needs
- Attend meetings and seminars
- Be available to work additional hours, as the business need dictates
- Continue education and learning of current customer experience, quality assurance, and insurance trends
Requirements:
- High School Diploma
- 4 years in a related field with previous position held in customer relationship management, interaction management, or quality assurance coaching
Qualifications/Skills:
- Working knowledge and training in cross-functional roles and empowered to provide customers with assistance in all areas of the business
- Strong coaching skills with ability to identify potential in others
- Excellent oral, active listening, and written communication skills
- Ability to communicate organizationally at key moments throughout the process
- Intermediate level skills in Word, Excel, and Power Point
- Time management, organizational, keen attention to detail, and prioritization skills
- Critical thinking
- Service orientation
- Ability to work both independently and within a team with minimal direct supervision
- Ability to handle stress professionally, calmly, and effectively
- Positive and professional attitude
Payband: 4 / 40 hours per week / Hybrid -3 days in office
Salary Range: $37,395 - $52,351
Applications accepted until: 2/8/2024
Behaviors
Preferred- Team Player: Works well as a member of a group
- Functional Expert: Considered a thought leader on a subject
- Thought Provoking: Capable of making others think deeply on a subject
- Enthusiastic: Shows intense and eager enjoyment and interest
- Dedicated: Devoted to a task or purpose with loyalty or integrity
Salary : $37,395 - $52,351