Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!
The Specialist/Coach is responsible for working with the site Supervisors to execute on daily plans to drive improved sales performance from the Agents/Representatives. The Specialist/Coach will be actively engaged side by side with the Agents/Representatives providing coaching guidance real time as well as facilitating coaching calibrations in one-on-one and group settings. They are responsible to be the voice of the Agents/Representative to the Supervisors and collaborate with the Supervisors to instill the Everise culture in a team that is focused and motivated.
The Specialist/Coach will partner closely with the site Supervisors and Operations Manager to prioritize their coaching efforts in a manner that will best improve overall team performance. For Specialists/Coaches that work with bi-lingual Agents/Representatives, the expectation is that they meet the appropriate bi-lingual criteria.
Qualifications - Applicable health insurance license - Required
- Previous Call Center Experience - Required
- A minimum of one season of UHC Sales licensed experience - Required
- Intermediate to advance proficiency in Microsoft Office applications - Required
- Word
- Excel
- PowerPoint
- Forms
- Teams
- Outlook
- Bilingual (English - Spanish) - Preferred
- Coaches must have the experience of taking calls, applying training and proven proficiency in the role - Required
- They must maintain the ability to assist on the phone if needed for consumer escalations
Support training initiatives and strategy. - Coach Agents/Representatives to improve knowledge engages 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 Supervisor/Coach training.
- Recommend changes when necessary.
- Assist in implementation of new processes.
- Collaborate actively and fully with UHS onsite and offsite staff
- Complete Sales Efficiency Call Evaluation Forms daily by doing live call monitoring
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.