Customer Experience Coach & Team Leader

Spire Inc; St. Louis (MO); On-site; USD 55,000 - 75,000; Full time

Job summary

Spire, Inc. seeks a Customer Experience Coach to lead the contact center team in delivering an effortless customer experience. You will coach agents, set performance objectives, and conduct reviews to drive high quality and productivity.

Collaborate with QA & Training to ensure consistent coaching, resolve complex issues, and support enterprise projects. This role requires strong leadership, strategic thinking, and a commitment to safety, inclusion and integrity.

Qualifications

• Bachelor’s Degree or equivalent work experience required.
• Facilitator certification with one of the leading Customer Service Skills Companies preferred.
• 3 years’ experience supervising or leading others.

Responsibilities

• Manages and coordinates daily activities of contact center agents to meet quality and productivity standards.
• Provides personalized coaching solutions to deliver an effortless customer experience.
• Sets employee performance objectives and conducts reviews with action plans.
• Collaborates with QA & Training to ensure consistent coaching and exceptional service.
• Oversees complex customer issues requiring leadership review.
• Manages staffing levels and performance to meet corporate objectives.
• Serves as Customer Service lead on enterprise-wide projects.
• Analyzes processes and recommends improvements for overall CX.
• Executes decisions guided by policies and business plan.
• Demonstrates essential behaviors and leads by example in line with company values.
• Recognizes problems, gathers information, and communicates decisions effectively.
• Sets strategic goals for the team and ensures accountability.
• Uses available tools to measure results and provide feedback.

Education

Bachelor’s Degree or equivalent work experience

Facilitator certification

Job description

Spire, Inc. seeks a Customer Experience Coach to lead the contact center team in delivering an effortless customer experience. You will coach agents, set performance objectives, and conduct reviews to drive high quality and productivity.

Collaborate with QA & Training to ensure consistent coaching, resolve complex issues, and support enterprise projects. This role requires strong leadership, strategic thinking, and a commitment to safety, inclusion and integrity.