Performance Coach Contact Center

**Profile** ----------- We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI \& WY only). Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position. Veterans, Reservists, Guardsmen and military family members are encouraged to apply! **Job Summary** The Performance Coach of Contact Center Performance team is responsible for mentoring, coaching, and developing contact center agents to increase and enhance their performance, quality, and general customer service skills. This role works closely with Performance Support team members to provide agents with ongoing feedback, the implementation and administration of gap training, and using performance data to ensure training and quality actions result in agents meeting service standards and performance consistently. The performance coach is responsible for assessing agent’s customer service interactions with the beneficiary, healthcare provider, and government callers and other inbound interactions. This position also provides solutions for increasing agent efficiency and productivity to meet TRICARE contact center goals. **Education \& Experience** **Required:** * High School diploma or GED * U.S. Citizenship * Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation * 2 years\+ of experience in a performance\-based contact center in a supervisory role or role that involved training or coaching to improve performance * Proficient with Microsoft Word, Excel, PowerPoint, and Outlook * Experience using data analysis to improve agent productivity, quality, and accuracy **Preferred:** * Associate or bachelor’s degree in business, Communication, or a related field is preferred * Veteran, military spouse or military affiliated * Experience with performance management software and tools (e.g., Salesforce, Verint, etc.) is preferred **Key Responsibilities** * Provide one\-on\-one coaching sessions with agents to improve customer interactions, quality, accuracy and production performance metrics in accordance with TriWest’s contractual guidelines and Service Level Agreement(SLA)s with the Defense Health Agency (DHA). * Identify performance gaps and implement tailored coaching strategies to address agent opportunities and resources efficiency. * Observe and evaluate calls, written correspondence, chats, and other customer interactions to ensure quality standards. * Monitor agent performance against key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), caller satisfaction, and adherence to service level agreements (SLAs). * Provide timely feedback to agents and escalate performance issues to leadership when necessary. * Recommend and present suggested action plans for performance improvement for unde