Call Excellence Coach

4 weeks ago

Cambridge, Canada Reliance Home Comfort Full time

Find Your Limitless with Reliance
By joining Reliance as a Call Excellence Coach you’ll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless growth opportunities and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless - join us

What will you do?
- Conducts call quality monitoring and evaluations of CSRs performance by following the call quality model and rating guide to ensure quality metrics and standards are met and/or can identify the areas of opportunity where improvement can be achieved.
- Strong record-keeping skills on customer experience and sales metrics.
- Call monitoring through dial in, side by side or sit-ins to ensure consistent performance from CSRs, as well as the implementation of feedback on company wide initiatives, customer experience goals and Call Excellence Focus Pillars.
- Provides multiple touch points through coaching sessions, huddles, team meetings to CSRs to close knowledge gaps, develop skills and continually grow performance.
- Collaboratively working with department Team Managers to ensure CSRs action plans, goals and performance are aligned. Evaluates, records and keeps track of all call quality and performance metrics for each.
- Attends weekly management calibrations to ensure understanding and consistency when evaluating CSRs. Details action plans and consistently follows up to ensure the CSR is improving their performance. Provides weekly/monthly CSR/team reports summarizing findings and recommendations to the management team.
- Generates weekly/monthly call quality reports for the Management Team.
- Develops refresher presentations/job aids to present in team huddles to consistently drive performance metrics.
- Recommend a training refresher to the training team based on quality trends and gaps analysis.
- Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity and CSR performance.
- Provides coaching, advice and guidance based on call quality findings, and delivers performance feedback to CSRs as outlined in the Call Quality guide policies and procedures.
- Assisting with, or delivering if necessary, training when it is needed.
- Participates in meetings or other designated special projects as assigned by department management.
- Maintains a comprehensive working knowledge of policies, procedures, and benefits across all product lines.
- Other duties as assigned by Management.

What do we offer?
- The tools you need to succeed - including the tools for the job as well as training and development programs
- A successful and knowledgeable team to be part of and learn from
- Competitive base pay plus the ability to earn more tied to your success - the only limit is your potential
- Career paths so you can advance in the company
- And award-winning and one of Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What do you bring?
- A growth mindset: above all else, we’re looking for people who are dependable, ambitious and want to grow with Reliance
- Previous experience leading, coaching or training a customer representative team (preferably within a Call Centre environment).
- Previous experience coaching to develop and increase CSR performance to achieve corporate objectives.
- Experience facilitating customer excellence training and providing coaching sessions in a classroom/virtual setting.
- Experience with evaluating calls and coaching CSR’s to exceed customer quality standards, sales and performance metrics.
- High energy, positive attitude and ability to work in a fast paced, changing environment.
- Creative with coaching, supporting teams/team members in a customer focused, sales driven environment.
- Strong verbal, written communication skills
- The individual needs to be passionate about providing exceptional customer service, resolving problems, identifying root causes and continuous improvement ideas and being able to grow these values within others.
- Strong proficiency in Microsoft Office - Outlook, Excel and PowerPoint
- Should be comfortable with travel to the different sites on a weekly/bi-weekly basis.
- Excellent analytical and problem-solving skills.
- Eye for attention to detail, and ability to multi-task and handle high volumes.
- Adult Education Certification is considered to be a strong asset.
- Experience in an HVAC coaching role is considered to be a strong asset.
- Proficiency is NICE CXone is preferred.
- Ability to think outside the box and find unique solutions when coaching.
- Prepared and ready to do adhoc coaching/training during periods of low call volume.

Why Reliance?
Reliance is the industry leader in providing home comfort solutions and

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