American Credit Acceptance Performance Improvement Specialist (Coach) in Spartanburg, South Carolina
A Performance Improvement Specialist will observe, evaluate, and facilitate coaching sessions leveraging techniques tailored to optimize associate performance. This position will directly affect the continuous improvement of implementation of all Call Model guidelines. A Coach will need to be able to establish strong cross-functional relationships quickly and have a passion for a positive customer and associate experience, as well as lead the coaching efforts of Servicing agents.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Responsible for the improvement of performance of 8 -10 agents during a 6 - 8-week period
Responsible for participating in side by side and remote monitoring, following up with intentional feedback to positively affect associate behavior
Partner with associates to identify and address behavior-based performance opportunities by leveraging tailored coaching techniques
Perform transaction monitoring based on ACA’s Call Model and quality guidelines to ensure optimal customer experience while maintaining business objectives
Lead coaching efforts of servicing agents and spend time developing their skills and talents in a one-on-one environment
Document and track performance improvement in accordance with ACA’s Coaching Program
Provide guidance and support in continuous improvement and observance of the Call Model
Partner with Quality team to ensure timely and accurate remediation of call opportunities
Partner with Training team to support developmental activities for new hires.
Be a change agent in recommending solutions to improve quality, procedures, training and coaching initiatives
Host calibration sessions with assigned agents based on identified opportunities
Reporting feedback based performance and trends
Other tasks as assigned
Bachelor’s degree or equivalent work experience required
2+ years of experience in direct customer contact or servicing environment
1+ years of experience with call monitoring, compliance, or audit programs
1+ years of experience coaching agents
1+ years of leadership experience
Extensive experience as a high-performing call center agent
Experience as a mentor or coach
Proven track record of building influential relationships with internal customers, and able to influence independently across departmental lines
Must have analytical and results-oriented outlook
Ability to lead and teach agents, negotiate and investigate in order to resolve issues, recognize improvement opportunities for agents, and provide appropriate goals and improvement measurements
Displays a high level of professionalism and integrity
Excellent written and verbal communication skills
Interested in the growth and development of people
Ability to adapt to change and make necessary recommendations for change
Proven ability to multi-task with a strong attention to detail
Excellent decision making and prioritization skills
Experience with Microsoft suite, especially Excel, Outlook and Word
Experience in Collections or Finance
Experience in speech analytics or other quality management software
Experience directly managing and coaching contact center agents
This position requires direct or indirect (through supervisors) mentoring and coaching of up to 200 agents across the year annually.
Work Environment and Physical Demands
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Position Type/Expected Hours of Work
This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed.
This position may require up to 20% travel.
ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
You are not officially considered an applicant unless you have completed an employment application in ACA’s online applicant tracking system, iCIMS.
External Company Name: American Credit Acceptance
External Company URL: www.acacceptance.com
Street: 961 E Main Street