Master Coach - #1338478

Summary

Responsible for supporting and fostering the coaching standards for Customer Service and works on the individual needs of Customer Service Coaches. Provides feedback, models specific behaviors, and identifies action steps. Recommends training needs of Customer Service Coaches and serves as the contact center training liaison based on observations and information obtained during coaching sessions. Develops action plans for Customer Service Coaches and Customer Service Advocates based on performance indicators. Suggests process improvement plans as necessary through routinely performed audits.

Description

What You’ll Do:

• Develops and enhances the Customer Service Coaching Program by implementing process improvement strategies for the operational areas that support effective customer service. This is completed thru analysis of call center metrics and other data points derived from the business unit.
• Performs audits through one-on-one sessions with Customer Service Coaches to ensure quality standards, member experience standards, and procedures are being followed.
• Monitors, evaluates and motivates Customer Service Coaches by identifying and communicating best practices.
• Provides guidance to the Customer Service Coach in order to deliver necessary feedback and training to Customer Service staff based on opportunities for improvement that are identified during one-on-one sessions using motivational techniques to reinforce positive behaviors.
• Assists the Customer Service Coach with providing guidance specific to call handling techniques and workload management in order to achieve optimal performance.
• Identifies operational trends and communicates recommendations for training or process improvements by documenting and preparing findings for review by management.
• Works with management and other team members to develop strategies for implementing new initiatives.
  
  

To Qualify For This Position, You’ll Need

• High School Diploma or equivalent.
• 5 years of customer service experience.
• Skill in providing feedback, including modeling of specific behaviors and identifying action steps.
• Strong oral and written communication skills.
• Strong active listening and problem-solving skills.
• Strong organizational, analytical, and customer service skills.
• Proficient in spelling, punctuation, and grammar.
• Basic business math proficiency.
• Ability to recognize the presence or absence of service behaviors.
• Ability to handle high stress situations.
• Proven ability to learn and operate multiple computer systems effectively and efficiently.
• Ability to build and maintain professional relationships with internal and external customers through team-oriented and service conscious behavior.
• Ability to negotiate and lead teams.
  
  

What Blue Can Do For You

Our comprehensive benefits package includes:

• 401(k) retirement savings plan with company match
• Subsidized health plans and free vision coverage
• Life insurance
• Paid annual leave — the longer you work here, the more you earn
• Nine paid holidays
• On-site cafeterias and fitness centers in major locations
• Wellness programs and a healthy lifestyle premium discount
• Tuition assistance
• Service recognition
  
  

What To Expect Next

After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements. Management will be conducting interviews with those candidates who qualify, with prioritization given to those candidates who demonstrate the preferred qualifications.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer.

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Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains Affirmative Action programs to promote employment opportunities for minorities, females, disabled individuals and veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities.

If you need special assistance or an accommodation while seeking employment, please e-mail [email protected] or call 1-800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.