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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.

Responsibilities

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

Qualifications

  • 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

Preferred Qualifications

  • Experience in Collections or Finance

  • Experience in speech analytics or other quality management software

  • Experience directly managing and coaching contact center agents

Mentor Responsibility

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.

Travel

This position may require up to 20% travel.

EEO Statement

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.

ID: 2021-2999

External Company Name: American Credit Acceptance

External Company URL: www.acacceptance.com

Street: 961 E Main Street

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