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Quality Effectiveness Master Coach
Comcast
Fort Collins, CO, United States
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Job Summary:
The Quality Effectiveness Master Coach is part of a team responsible for providing effective quality education to improve business performance and the customer's experience during service customer interactions. This role is seen a leader of quality and a key influencer of the agent / customer experience. Responsible for building and maintaining trusted partnerships with customer-facing staff and management teams across multiple departments and separate functional areas, this role is a key partner with Site Managers in coaching and developing Supervisors and their agents to improve the customer experience.
Primary Responsibilities:
• With input from Site Quality Leader on agent quality behavioral insights, equips Supervisors with key coaching opportunities
• In partnership with Site Managers, provides targeted coaching support for Supervisors with focus on ability to develop skills aligned with the quality behavioral expectations for frontline agents.
• Leads by example in providing agent skill development coaching
• Facilitates Supervisor Coaching Certification process
• Partners with Site Quality Leader to facilitate call listening and coaching educational sessions
• Partners with Supervisors and Comcast University in providing both written and groupled education
Core Responsibilities:
• Designs and implements process improvements in partnerships with related departments to maximize resources and improve operational efficiencies.
• Provides reports and analysis of Key Performance indicators and other operational metrics on a routine basis.
• Assists leadership in the identification, prioritization, planning development, coordination, support, and execution of high impact plans for effective and sustainable cost savings.
• Evaluates and implements new methods and techniques for operational improvement.
• Provides customer service leadership with regard to all facets of customer contact and operations analysis.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s)as necessary.
• Other duties and responsibilities as assigned.
Job Specifications:
Education Level:-Bachelors Degree or Equivalent
Field of Study:-Business
Years Experience:-Generally requires 5-7 years related experience
Additional Requirements:
• Proven ability to build trusted partnerships in a support capacity without having formal title / functional Authority
• Strong ability to partner and influence, working in a collaborative matrix structure
• Ability to identify, analyze and report human performance risk trends
• Solid knowledge of adult learning theories with proven ability and skills to style flex as needed based on a variety of situations, audiences (front line to Senior Leadership)
• Proven ability to coach front line agents in a 1:1 setting with proven track record for developing soft skills (customer relationship, service, communications, transitional sales and inbound phone sales).
• Proven ability to present information to groups with credibility (front line and Supervisors / Managers / Site Directors)
• Strong knowledge of business metrics, processes, systems, sales and service behaviors
• Ability to absorb change and support change efforts
Comcast is an EOE/Veterans/Disabled/LGBT employer