Coach, Support Center

Job Description

PerfectServe’s Support Center Coach supports and develops a team of Specialists and Consultants to deliver outstanding service experiences and best apply PerfectServe’s technology. They are ultimately responsible for their team’s overall performance and results. They must be effective at maximizing each team member’s contribution, development, and joy. Additionally, the Support Center Coach is the primary ambassador and protector of PerfectServe’s culture.

Key Responsibilities:

1. Assist and challenge team members in day-to-day work
2. Ensure team members are aware of the latest features, standards, projects, company news, etc.
3. Perform weekly side-by-side/video coaching sessions with each team member
4. Lead semi-annual PerfectServe Check-Up discussions with each team member to deliver performance feedback and support team member career development
5. Create and maintain positive professional connections with Support Center Team members
6. Define a strategy to set up your Support Center Team for success
7. Act as a liaison between Support Center and other departments within the organization to stay up to date on go-lives, onboarding new customers and updates on existing customers
8. Improves quality results by recommending process, platform and software changes
9. Assist in the formulation of targets for individuals and the Support Center Team
10. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
11. Devise ways to optimize procedures and keep staff motivated
12. Keep management informed on issues and problems
13. Preparing reports and analyzing data to assist management as they determine support center goals
14. Collaborate with Nesting Team and Quality Assurance Team to execute ongoing quality processes established by Support Center leadership to monitor, score, and provide targeted performance assessment and skill development for each associate
15. Accept and resolve escalated service issues and Supervisor calls
16. Address team member issues around attendance, punctuality, and/or schedule adherence
17. Collaborate with Manager, Director and People Operations on hiring/firing decisions
18. Nominate best candidates for additional responsibilities and promotion
19. Champion the priorities of the organization in areas such as standardization, quality, and financial performance
20. Hold team members accountable for adhering to corporate policies and behaving ethically at all times
21. Collaborate with management to identify and nurture future Leaders
22. Additional duties as needed to support this position
23. Leads the team’s emergency response process
24. Accepts and handles escalated or Supervisor issues from clients

Essential Qualifications:

• 2 years technical support experience or equivalent combination thereof
• 1+ years experience in leadership and/or management position

Beneficial Qualifications:

• Bachelor’s degree preferred