Coaches must have the experience of taking calls, applying training and proven proficiency in the role. Must maintain the ability to assist on the phone if needed for consumer escalations or due to understaffing as dictated by UHS only. Support training initiatives and strategy. Coach Agents/Representatives to improve knowledge, engage consumers, compliantly enroll Consumers into an appropriate plan, and enhance sales skills where appropriate. Collaborate with Operations Manager and site Supervisors to develop and then execute upon daily plan to drive improved performance. Coach and update Agents/Representatives via call calibrations, one-on-ones, live side-by-sides, huddles, team meetings, etc. Drive high-performance sales, compliance and consumer experience standards and outcomes by executing on the details outlined within this Operations Guide as well as the L.E.A.D training. Actively monitor agents via Live listen Recommend changes when necessary. Assist in implementation of new processes. Complete UES documentation and coaching
High School Diploma Must have an active healthcare license At least 1 year call center experience MUST be available to work any 8 hours between 7:00AM-7:00PM EST Mon-Fri Ability to teach and coach to improve sales performance. Self-Motivated, as well as the ability to motivate a team to success. Values accountability. Eagerness to help people. Ability to adapt quickly to change. Ability to work collaboratively with the Team Supervisor to improve overall team performance in a brick and mortar and/or a remote environment. Support the learning environment. Apply knowledge of curriculum topic objectives. Demonstrate ability to effectively coach training objectives. Coach skill set and incentive base should be based on team performance and not their individual performance. Experienced with the Microsoft Office Products - Excel, Word, and PowerPoint Must pass background and drug test
BEST Skills Process Excellence Collaboration Communication Emotional Intelligence Open-Mindedness Critical Thinking Solution Orientation Entrepreneurship AI Proficiency Data Literacy