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Support Coach Supervisor

Company: LogistiCare
Location: Southfield
Posted on: May 11, 2020

Job Description:

The Job Coach Supervisor is responsible for working with both Training and Operations leadership teams to manage the transitions between new hire training, nesting and the production floor. Responsible for providing Support Coaches and new team members with ongoing development and support, through effective coaching as well as providing tools and resources to assist in meeting and exceeding performance goals. ESSENTIAL FUNCTIONS * Observe and manages job coaches and new hires, provide in the moment support * Performance Management: Attendance, Schedule Adherence, Developmental Plan, Performance Plan, etc. * Conduct and document Coach the Coach sessions, Annual Reviews, Live Service Observations and 1:1's * Prepare and facilitate team meetings, ad hoc training and maintain open communication with business partners * Adapt schedule according to new hire training classes (.e. extra hours, shift/break changes, PTO, extra hours, etc.) * Evaluates new team members overall performance, based on Nesting requirements, to advance to production * Recognizes team member achievements and champions LogistiCare core values * Act as liaison between Operations and Training when it comes to companywide initiatives (supporting and embedding changes) * Conduct Quality Monitoring sessions with new team members and provide feedback * Maintain complete confidentiality of all sessions, including the specifics provided to others * Live monitoring queues and skills while communicating needed changes to the National Command Center * Approves/authorizes payroll accurately and on schedule * Other duties as assigned POSITION QUALIFICATIONS Competency Statement(s) * Accurate - Ability to perform work accurately and thoroughly * Communication, Oral - Ability to communicate effectively with others using the spoken word * Communication, Written - Ability to communicate in writing clearly and concisely * Customer Oriented - Ability to take care of the customers' needs while following company procedures * Interpersonal - Ability to get along well with a variety of personalities and individuals * Problem Solving - Ability to find a solution for or to deal proactively with work-related problems * Relationship Building - Ability to effectively build relationships with customers and co-workers * Working Under Pressure - Ability to complete assigned tasks under stressful situations * Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous * Reliability - The trait of being dependable and trustworthy Education * High School Graduate or General Education Degree (GED) Bachelor's Degree preferred Experience * 1 year of contact center Supervisory experience is strongly preferred * 1 year of Transportation, Contact Center and Health Care experience preferred Skills * Knowledge and proficiency of contact center management tools and principles; knowledge of and proficiency in quality improvement tools and processes * Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner * Must be able to work independently and as a member of a team * Experience dealing with crisis and ability to create processes that best benefit the entire team * Excellent customer service and phone skills * Must possess ability to analyze data and report on center performance * Strong management and organizational skills * Ability to accurately type 35+ corrected words per minute * Proficient in Microsoft Word, Excel and Outlook * Read, write and understand English fluently * Bi-lingual a plus WORKING CONDITIONS Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements * Able to sit at and work on a computer for periods of time * Able to use the phone for periods of time * Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves * Required to be at the work location to perform job functions * Ability to speak, hear and see for the assigned work day * Repetitive key stroke/data entry for the assigned work day * Ability to ambulate as needed for the assigned work day * Ability to meet the requirements of the Customer Service Representative job description WORKING CONDITIONS Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements * Able to sit at and work on a computer for periods of time * Able to use the phone for periods of time * Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves * Required to be at the work location to perform job functions * Ability to speak, hear and see for the assigned work day * Repetitive key stroke/data entry for the assigned work day * Ability to ambulate as needed for the assigned work day * Ability to meet the requirements of the Customer Service Representative job description WORK ENVIRONMENT * The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Entire work time is conducted in an office environment in a controlled atmosphere building. * The noise level in the work environment is usually moderate. LogistiCare is an Equal Opportunity Employer Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Southfield , Support Coach Supervisor, Education / Teaching , Southfield, Michigan

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