Customer Experience Coach & Team Performance Lead

Spire Inc; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Spire Inc. is seeking a Customer Experience Coach to lead call center teams and drive a consistently high level of service. You will coach agents, align performance objectives, and collaborate with QA and Training to deliver exceptional customer experiences.

The role requires 3 years of supervisory experience, a Bachelor’s degree or equivalent, and preferred facilitator certification. Occasional travel within the state may be required as part of enterprise projects.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Facilitator certification preferred.
• 3 years’ experience supervising or leading others.

Responsibilities

• Manages and coordinates the daily activities of contact center agents to ensure high level of quality and productivity standards are met
• Takes ownership and provides personalized coaching solutions to ensure team members deliver an effortless customer experience
• Sets employee performance objectives, conducts performance reviews and implements action plans to ensure high level of performance
• Collaborates with Quality Assurance & Training team to ensure consistent coaching and delivery of exceptional customer service
• Oversees complex customer service issues that require leadership review
• Manages staffing levels and performance to ensure corporate objectives are met
• Serves as Customer Service lead on enterprise-wide projects
• Analyzes ongoing processes and recommends solutions to improve overall customer experience
• Executes appropriate decisions guided by policies, procedures and overall business plan
• Ability to demonstrate the essential behaviors
• Ability to lead by example in support of the company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
• Ability to recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions, seeks input from others
• Ability to make difficult decisions and communicate those decisions to others
• Ability to set challenging and productive goals for the team and holds others accountable for actions
• Ability to use means available to measure results and provide feedback
• Ability to provide and communicate clear performance objectives
• Ability to define roles/responsibilities, motivate and set strategy
• Ability to understand and use technology

Skills

Team leadership

Coaching

Quality assurance

Performance reviews

Education

Bachelor’s degree

Facilitator certification

Job description

Spire Inc. is seeking a Customer Experience Coach to lead call center teams and drive a consistently high level of service. You will coach agents, align performance objectives, and collaborate with QA and Training to deliver exceptional customer experiences.

The role requires 3 years of supervisory experience, a Bachelor’s degree or equivalent, and preferred facilitator certification. Occasional travel within the state may be required as part of enterprise projects.