Healthcare Team Leader

JD – Customer Guide Coach/Team Lead

(Source – MSA Document) (Document Owner: Client)

Job Title: Customer Guide Coach Reports To: Customer Experience Manager

Summary:

The Customer Guide Coach (CAC) is a key contributor to the Customer Experience team. The CAC will develop, and train 8-10 Customer Guides (CAs) to meet the requirements listed in the applicable SOW.

The CAC will evaluate customer interactions (calls, chats, emails, etc.) and providing targeted feedback to enhance quality, efficiency, and customer experience and act as a subject matter expert (SME) and primary escalation point for complex issues.

Essential Duties and Responsibilities:

Directly coach and support a cohort of approximately 10 Customer Guides at any given time. Customer Guides assignments rotate every 60 to 90 days to maximize the impact of feedback on professional development.

Develop and deliver individualized coaching plans to help agents improve their performance with specific, actionable feedback to improve call-handling skills, communication, empathy, problem-solving, documentation, system navigation, tool proficiency, and overall effectiveness.

Ensure Customer Guides adhere to company policies, procedures, and quality standards.

Coaching and Support:

Provide ongoing coaching, mentoring, and actionable feedback to CAs to maximize strengths and address areas of improvement.

Regularly listen to live and recorded customer contacts to assess performance and identify opportunities for improvement, share and promote best practices, and address performance concerns.

Document coaching sessions and track the Customer Guide's progress.

Identify training needs and performance deficiencies and escalate issues to the Customer Experience Manager.

Support New Hire Training as needed

Conduct regular side-by-side coaching sessions with CAs, providing real-time feedback and guidance.

Use a variety of coaching techniques to address different learning styles and skill levels.

Document coaching sessions and track CA progress.

Role-model exceptional customer service behaviors and best practices.

Performance Management:

Monitor key performance indicators (KPIs) of assigned Customer Guides, including call quality scores, average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).

Assist the Customer Experience Manager in conducting performance reviews.

Contribute to the development and implementation of performance improvement plans for Customer Guides who are not meeting expectations.

Maintain up-to-date knowledge of training techniques and coaching practices by completing continuing education programs and professional development training.

Customer Service and Daily Operational Support:

Regularly handle customer contacts (~2 hours per week) to demonstrate exceptional customer service via all channels, stay current with skills, and be a role model for Customer Guides.

Serve as the primary point of escalation for complex or sensitive customer issues and resolve escalated "Supervisor" calls/contacts with a high degree of professionalism.

Provide real-time support and guidance to CAs to answer questions and resolve challenging situations.

Work collaboratively with other departments (e.g., Claims, Provider Relations) to resolve escalated issues.

Collaborate with other Customer Guide Coaches and the Customer Experience Manager to ensure smooth operations, service levels, and optimal customer experience.

Communication:

Act as a liaison between Customer Guides and Customer Experience Managers, communicating important information, updates, and feedback.

Maintain open communication with Customer Guides and foster a positive and supportive team environment.

Qualifications:

Demonstrated ability to coach and develop others to improve performance.

A high school diploma or equivalent is required; an associate's or bachelor's degree is preferred.

Minimum of 2+ years of experience in customer service, preferably in a call center environment.

Prior experience in a leadership or supervisory role (e.g., senior agent, mentor, trainer) is preferred.

Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.

Excellent communication, interpersonal, and coaching skills.

Strong understanding of customer service principles and best practices.

Ability to effectively listen, provide constructive feedback, and motivate others.

Proficiency with CRM software, call center technology, and Microsoft Office Suite.

Ability to work effectively in a fast-paced, dynamic environment.

Ability to handle multiple tasks and prioritize effectively.

Strong problem-solving and decision-making skills.

Healthcare experience is preferred.

Key Performance Indicators (KPIs):

Team Customer Satisfaction (CSAT) Scores

Team Quality Assurance (QA) Scores

Team First Call Resolution (FCR) Rate

Team Average Handle Time (AHT) (with a focus on quality, not just speed)

Customer Guide Performance Improvement (measured by progress against individual goals)

Customer Guide Retention Rate