SPOC Call Center Performance Coach

Job description

Overview JOB SUMMARY: The Call Center Performance Coach is responsible for the professional development of the call center service staff. The position will be responsible for assisting the training department in creating and delivering job specific, regulatory and developmental training to their assigned call center department. The Call Center Performance Coach should collaboratively work with Managers, Supervisors and the training department to develop and execute training programs that are in line with the overall corporate strategic goals. Responsibilities: - Coach employees upon hire; provide guidance and assistance to existing employees as needed - Analyze assigned call center (Customer Service, Collections, Loss Mitigation or Bankruptcy) training needs, to develop robust training programs - Develop, design and deliver training on call center specific material for new hires and tenured associates - Develop teaching aids (manuals, procedures, written exercises and visual presentations) for each call center representatives essential functions of the job - Work proactively to determine opportunities for new training modules or to anticipate management’s training needs based on bu...