THE ROLE IN A NUTSHELLBase Salary: CAD $72,521.00 - 109,341.00
The Performance Coach drives agentperformance and customer experience excellence through advanced coaching,quality evaluation, and data-driven insight generation. The role analyzesoperational and performance trends to identify improvement opportunities,conducts in-depth quality assessments with clear, actionable feedback. As a subject matter expert in performanceoptimization, coaching methodologies, and call flow best practices, thePerformance Coach also contributes to the enhancement of coaching tools,scorecards, and continuous improvement frameworks.
KEYRESPONSIBILITIES
- Coach and mentor Supervisors on their ability to coach and mentor unionized and non-unionized agents, leading by example.
- Generate reports on key performance indicators, creating data analytics that drive strategic coaching opportunities to improve results.
- Generate trending and qualitative analyses on agent performance through call monitoring, reviewing CSAT, FCR and ESAT results, and via feedback from key stakeholders.
- Create strong working relationships with Supervisors, Managers, Directors and key stakeholders.
- Collaborate with Workforce Management, Training, Quality, and Analytics to align with broader operational strategies.
- Meet regularly with Managers, Directors and key stakeholders to highlight opportunities, summarize progress, and report on outcomes of performance coaching.
- Design and implement strategies to improve performance, including, but not limited to, AHT, Quality, CSAT, FCR, and other KPIs.
- Identify risk associated with action or non-action related to performance initiatives.
- Responsible for fostering a positive, high-performance work culture through consistent feedback, effective training, and meaningful recognition.
- Support the design and refinement of coaching methodologies, quality scorecards, and performance-readiness tools and serve as a subject matter expert on performance behaviors, call flow best practices, and customer experience optimization.
WHO WE'RE LOOKING FOR- 2+ years' experience in contact center operations, coaching people and/or quality monitoring, with an understanding of and/or experience in the health benefits industry.
- Post-Secondary degree/diploma in a related discipline or equivalent work experience.
- Fluent in both English and French, with the ability to communicate effectively in both languages.
- Proven abilities in elevating customer interactions through coaching and mentoring.
- Proficient in tailoring coaching programs and methodologies using modern-day coaching methodologies and adult learning principles.
- Advanced knowledge of customer experience best practices and call flow, with an understanding of how call flow impacts handle time.
- Strong skills in multi-tasking multiple projects and initiatives with the ability to prioritize based on greatest impact.
- Ability to travel to the Windsor, Toronto, and Montreal offices on an as-need basis.
- Optimistic, engaging, and enjoys adding a sense of fun to the workplace culture.
AFEW MORE DETAILSProficiency in English is requiredfor this position. As part of this role, you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition, we aim to ensure that our employees can excel in their roles,collaborate, and communicate effectively, and contribute to the success of ourorganization.
AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.
