[Remote] Performance Coach Contact Center

Note: The job is a remote job and is open to candidates in USA. TriWest Healthcare Alliance is dedicated to serving America's heroes by connecting them to healthcare in the community. The Performance Coach of the Contact Center is responsible for mentoring and developing agents to enhance their performance and customer service skills, working closely with support teams to ensure high-quality service standards.ResponsibilitiesProvide one-on-one coaching sessions with agents to improve customer interactions, quality, accuracy and production performance metrics in accordance with TriWest’s contractual guidelines and Service Level Agreement(SLA)s with the Defense Health Agency (DHA)Identify performance gaps and implement tailored coaching strategies to address agent opportunities and resources efficiencyObserve and evaluate calls, written correspondence, chats, and other customer interactions to ensure quality standardsMonitor agent performance against key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), caller satisfaction, and adherence to service level agreements (SLAs)Provide timely feedback to agents and escalate performance issues to leadership when necessaryRecommend and present suggested action plans for performance improvement for underperforming agents to TriWest and its sub-contractor partner leadersPartner with TriWest Corporate Training Team to conduct training sessions to improve agent skills, including TRICARE knowledge, customer handling techniques, and communication strategiesCollaborate with training teams to deliver new hire onboarding and ongoing trainingUse performance metrics and data to track agent progress and identify trends that may require coaching or process improvementsCreate reports and dashboards to present performance data and improvements to leadershipUse performance data to recognize top performers and motivate underperformers for both TriWest and its subcontractor partner agentsCoordinate with the quality assurance team to periodically conduct audits of calls and customer interactions to maintain a high level of service qualityEnsure compliance with legal and regulatory requirements related to customer serviceWork closely with team leaders, managers, and Human Capital to ensure that performance goals are aligned with overall TriWest business objectivesFoster a positive, motivating, and performance-driven culture within the contact center teamSkillsHigh School diploma or GEDU.S. CitizenshipMust be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation2 years+ of experience in a performance-based contact center in a supervisory role or role that involved training or coaching to improve performanceProficient with Microsoft Word, Excel, PowerPoint, and OutlookExperience using data analysis to improve agent productivity, quality, and accuracyAssociate or bachelor's degree in business, Communication, or a related field is preferredVeteran, military spouse or military affiliatedExperience with performance management software and tools (e.g., Salesforce, Verint, etc.) is preferredBenefitsMedical, Dental and Vision CoveragePaid time off401(k) Retirement Savings Plan (with matching)Short-term and long-term disability, basic life, and accidental death and dismemberment insuranceTuition reimbursementPaid volunteer timeFrequent pay raisesOvertime opportunities to earn even moreRecognition and reward programsCompany OverviewTriWest Healthcare Alliance - Serving Those Who Serve. At TriWest, we honor the sacrifice and service of our nations military families by It was founded in 1996, and is headquartered in Phoenix, Arizona, USA, with a workforce of 1001-5000 employees. Its website is http://triwest.com.