Specialist-Operations
at EVERISE

Date Posted: 7/13/2020

Job Description

Company Overview C3 is a global provider of contact center services for corporations who view customer care as a strong component of their growth and brand development strategies.  C3 builds solid partnerships with its clients based on mutually determined business objectives.  Our service offerings include; contact center services, web services, data analysis, back office solutions and consulting services.  Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry.  Consistency across our centers, regardless of geography, is at the core of our operating philosophy.

Specialist- Coach

Skill Set:

  • Ability to teach and coach to improve sales performance.
  • Self-Motivated and has the ability to motivate a team to success.
  • Values accountability.
  • Eagerness to help people.
  • Ability to support and instill the Everise Mission and Culture.
  • Ability to adapt quickly to change.
  • Ability to work collaboratively with the Team Supervisor to improve overall team performance.
  • 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 different from an Agent/Representative.  Coach incentive should be based on team performance and not their individual performance.
  • Values competition.

Competencies:

Demonstrates the ability to perform proficiently in a Licensed Agent representative role for Everise, dependent on the staffing needs.

Expectations:

The Coach is responsible for working with the site Supervisors to execute on daily plans to drive improved sales performance from the Agents/Representatives. The 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. 

For Team Coaches that work with bi-lingual Agents/Representatives, the expectation is that they meet the appropriate bi-lingual criteria.

The 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. The Coach will attend Everise supervisor/coach training along with the Supervisor provided by Everise Site Lead, Everise SME, Vendor Operations Manager or other mutually agreed upon delivery method and instill our culture and mission to help our consumers live healthier lives.

Job Responsibilities: 

Responsibilities include but are not limited to:

  • Coaches must have the experience of taking calls, applying training and proven proficiency in the role. They must maintain the ability to assist on the phone if needed for consumer escalations or due to under-staffing as dictated by Everise only.
  • 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 Everise onsite and offsite staff.
  • Complete Sales Efficiency Call Evaluation Forms daily.
  • Complete Group Sales Efficiency Call Evaluation Forms (if applicable).
  • Complete Everise documentation and coaching.
  • Group Retiree Specific Requirement: Coaches will act as the first level of troubleshooting and verification of agent/representative reported issues with Group Resources.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.  Become a FAN today, and be on your way to a rewarding career!

Job Snapshot

  • Employee Type: Full-Time
  • Location: McGregor, TX
  • Job Type: Other
  • Experience: Not Specified
  • Date Posted: 7/13/2020

About Us

At Everise, we are in the business of elevating experiences for both the brands of tomorrow and all of our valued employees. We do this by creating a people-first culture that celebrates diversity and incubates innovation.

Be recognized for your hard work and achievement. We have a sharp eye for potential, and we reward our people through recognition programs, performance awards, and celebrations. We ensure a supportive work environment with initiatives that push personal growth and career advancement.

Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world, we believe great things happen when we work with people who think differently from us. Find a job you'll love in one of our award-winning experience centers in the US or through our robust Work-at-Home program. Apply today!

What is a Talent Network?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

Why Join?

  • Receive alerts with new job opportunities that match your interests
  • Share job opportunities with family and friends through Social Media or email

Are you looking for a new job? Check out these current opportunities: Call Center Jobs, Corporate Jobs, Guatemala, Information Technology Jobs, Philippines, Support Jobs and Workforce Management Jobs