Engagement Coach
ACCENT - Hot Springs, AR

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Responsible for working with the Engagement Manager to ensure all program goals (internal and client driven) are met. Includes managing, providing feedback, and developing Engagement Specialists (ESs).

Responsibilities
  • Update program status to Engagement Manager on a daily basis; alerting them if the program is in any way “at risk”.
  • Address any customer service issues in a timely manner.
  • Communicate any unresolved customer service issues to the Engagement Manager immediately.
  • Assist, support and develop ESs through periodic one-on-one coaching sessions to ensure employees provide the highest level customer service, sales (if applicable) and problem solving skills and 100% program efficiency.
  • Maintain ES personnel records, including attendance records, evaluation forms, all documentation regarding coaching sessions (including any corrective action documentation), and any other information related to employee performance.
  • Help establish and communicate ES goals and objectives, including quality standards.
  • Recommend enhancements and improvements to overall program operations.
  • Implement recommended and approved program changes.
  • Assist Engagement Manager in ensuring proper program phone coverage, including increasing/decreasing personnel.
  • Maintain program files, including daily reports and any correspondence.
  • Evaluate employee performance and make recommendations for development, including disciplinary actions; complete semi-annual appraisal on each program ES.
  • Communicate payroll changes to Engagement Manager and People Services Manager
  • Participate in screening, interviewing and on-the-job training of new ESs.
  • Keep work area neat and clean.
  • Assist with the Opening and Closing of the site as scheduled
  • Help with the branding of the program area to represent the clients goals and objectives
  • Maintain a positive attitude and support ACCENT’s Commitment to Excellence.
  • Perform other duties as assigned.

Qualifications
  • Proficient with PCs, especially Microsoft Word and Excel.
  • Demonstrated leadership ability.
  • Demonstrated ability to be flexible with regard to work schedules.
  • Detail and process oriented.
  • Strong organizational skills.
  • Excellent interpersonal and telephone skills.
  • Professional attitude, enthusiastic, and reliable.
  • Effective written and verbal communication skills.
  • Ability to work a flexible schedule.Minimum one year customer service and/or sales experience.
  • High school diploma required. College and/or professional training preferred.
  • Experience with MS Office.

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