Virtual-Jobs in Kanada

By joining Reliance as a Call Excellence Coach, you’ll become an essential team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for team members eager to grow with us. At Reliance, we pride ourselves on offering limitless growth opportunities and rewarding our team members for their success in various ways. If you’re ready to find your limitless potential, join us!

1. Conduct call quality monitoring and evaluations of CSRs' performance, following the call quality model and rating guide to meet quality metrics and standards, and identify areas for improvement.
2. Maintain strong record-keeping skills related to customer experience and sales metrics.
3. Monitor calls through dial-in, side-by-side, or sit-ins to ensure consistent CSR performance, and implement feedback on company initiatives, customer experience goals, and Call Excellence Focus Pillars.
4. Provide multiple touchpoints through coaching sessions, huddles, and team meetings to close knowledge gaps, develop skills, and promote continuous performance growth.
5. Collaborate with department managers to align CSR action plans, goals, and performance; evaluate, record, and track call quality and performance metrics for each CSR.
6. Attend weekly calibration meetings to ensure evaluation consistency, detail action plans, and follow up to ensure CSR improvement. Prepare weekly/monthly reports summarizing findings and recommendations for management.
7. Generate weekly/monthly call quality reports for the management team.
8. Develop refresher presentations and job aids for team huddles to drive performance metrics.
9. Recommend training refreshers based on quality trend analyses.
10. Assist in developing additional training or policy updates to enhance service productivity and CSR performance.
11. Provide coaching, advice, and guidance based on call quality findings, delivering performance feedback as per policies.
12. Assist or deliver training as needed.
13. Participate in meetings or special projects assigned by management.
14. Maintain comprehensive knowledge of policies, procedures, and benefits across all product lines.
15. Perform other duties as assigned.

• The tools for success, including job tools, training, and development programs
• A successful, knowledgeable team for learning and growth
• Competitive base pay with opportunities to earn more based on success
• Career advancement opportunities
• Recognition as one of Canada's Most Admired Corporate Cultures, with a diverse and inclusive team

• A growth mindset: dependable, ambitious, eager to grow with Reliance
• Experience leading, coaching, or training customer service teams, preferably in a call center environment
• Experience coaching to improve CSR performance to meet corporate objectives
• Experience facilitating customer excellence training in classroom or virtual settings
• Experience evaluating calls and coaching CSRs to exceed quality, sales, and performance standards
• High energy, positive attitude, and adaptability in a fast-paced environment
• Creativity in coaching and supporting customer-focused, sales-driven teams
• Passion for delivering exceptional customer service, problem-solving, and continuous improvement
• Proficiency in Microsoft Office (Outlook, Excel, PowerPoint)
• Willingness to travel weekly/bi-weekly to different sites
• Strong analytical and problem-solving skills
• Attention to detail, ability to multi-task and handle high volumes
• Adult Education Certification is a strong asset
• HVAC coaching experience is a strong asset
• Proficiency in NICE CXone preferred
• Ability to think creatively and find unique coaching solutions
• Availability for adhoc coaching/training during low call volume periods

Reliance Home Comfort is a leader in home services and energy solutions for over 60 years, committed to providing exceptional experiences. With over 2 million customer relationships and a workforce of over 2,700 across Canada and the US, we are recognized as a Great Place to Work and for our corporate culture. We focus on sustainability, safety, diversity, and inclusivity.

Reliance is an equal opportunity employer, welcoming applications from all backgrounds. Accommodations are available upon request.

For more information, visit www.reliancehomecomfort.com.