Performance Coach

Stellantis Financial Services; Dallas (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

Stellantis Financial Services SFS in Dallas, TX, is seeking a Performance Coach to assess and develop the skills of Customer Service Representatives. You will collaborate with leadership to create effective training materials and deliver high-quality programs across in-house and offshore teams.

The role requires 2 years of classroom training, 3 years of call center training, and 3-5 years in customer service call centers. High School diploma or GED is required.

Qualifications

• Two years of classroom training curriculum and performance development related experience.
• Three years of call center training experience.
• 3-5 years of customer service call center experience.

Responsibilities

• Assess and tailor training materials for Customer Care Representatives.
• Deliver training programs in person, one-to-one or virtual, and in groups.
• Identify learning needs and coaching opportunities for internal and offshore teams.
• Monitor KPI results and identify gaps, recommending improvements.

Education

High School diploma or GED

Job description

Stellantis Financial Services SFS is the new captive finance company for one of the worlds leading automakers and a mobility provider with iconic brands including Abarth Alfa Romeo Chrysler Citron Dodge DS Automobiles Fiat Jeep Lancia Maserati Opel Peugeot Ram Vauxhall Free2move and Leasys Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years Join our world class team and culture and contribute to our core mission which is enhancing our customers experience

Position Summary

The Performance Coach is responsible for assessing the skill level of Customer Service Representatives and identifying their learning needs The Performance Coach will collaborate with department leadership to create effective training materials and deliver quality training programs essential for learning

Essential Duties and Responsibilities

• Assess the skill level of employees to create and deliver effective training materials and programs effectively in a one to one in person or virtual and group setting
• Responsible for creating a motivating environment for employees by using various communication and learning styles tools and techniques
• Develop and facilitate training presentations clearly and persuasively in positive and negative situations
• Responsible for anticipating and identifying the learning needs of Customer Care Representatives and provide training support and coaching for in house and offshore teams
• Review and monitor employees process and KPI evaluation results to identify gaps and trending issues that are causing deviations and make any necessary recommendations for improvement
• Identify department training opportunities based on auditquality trends changes in policies or procedures or other business initiatives
• Maintain current comprehensive integrated understanding of department specific expertise and related departments policies and procedures
• Coach employees when deficiencies in performance and behaviors are identified andor escape to management when needed
• Collaborate with the companys Quality Audit team to ensure guidelines information and technology are consistently updated and aligned with current standards
• Other duties as assigned

Required Experience

• Two 2 years of classroom training curriculum and performance development related experience
• Three 3 years call center training experience
• 3 5 years of customer service call center experience

Education

High School diploma or GED required

Skills Required

• Intermediate knowledge of Microsoft Office products such as PowerPoint Word and Excel
• Excellent written and verbal communication and interpersonal skills
• Ability to add subtract multiply and divide in all units of measure using whole numbers common fractions and decimals
• Strong critical thinking capabilities when analyzing information to make appropriate decisions
• Effective problem solving skills
• Ability to collaborate cross functionally
• Must be organized to manage multiple projects at one time
• Ability to prioritize competing demands given by management
• Display flexibility in adapting to rapidly changing conditions
• Must be reliable and follow through on commitments and meet deadlines

Travel

Travel 0 10 as required on an as needed basis

Travel 0 10 as required on an as needed basis

Must have reliable transportation and live within a commutable distance to one of the following cities Dallas TX

Qualifications Preferred

• ATD Certification is a plus
• Knowledge of federal regulatory guidelines such as ECOA Fair Lending CRA FCRA etc is highly preferred
• Experience working in a captive finance company andor vehicle leasing environment is preferred

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this Job the employee is regularly required to sit; use hands to finger handle or feel; reach with hands and arms and talk or hear The employee is occasionally required to stand; walk and stoop kneel crouch or crawl The employee must occasionally lift andor move up to 10 pounds Specific vision abilities required by this job include close vision An applicant must be authorized to work in the United States to be eligible for this position Stellantis Financial Services Inc will not sponsor applicants for work visas of any type for this position

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions The noise level in the work environment is usually moderate

Work Schedule

This position requires the ability to work various shifts to accommodate business needs Typically between the hours of 8AM 8PM Monday through Friday and on weekends as needed Travel is required 10 of the time Stellantis Financial Services Inc SFS is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment discrimination and intimidation It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race color religion sex age national origin disability pregnancy sexual orientation veteran status gender identity or expression change of sex andor transgender status or any protected status Candidates must possess authorization to work in the United States

SFS is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment discrimination and intimidation It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race color religion sex age national origin disability pregnancy sexual orientation veteran status gender identity or expression change of sex andor transgender status or any protected status Candidates must possess authorization to work in the United States This policy applies to recruitment and placement promotion training transfer retention rate of pay and all other terms and conditions of employment Employment and promotion decisions will be based solely on merit ability achievement experience conduct and other legitimate business reasons