[Hiring] Performance Coach Contact Center @TriWest Healthcare

Role Description

The Performance Coach of Contact Center Performance team is responsible for mentoring, coaching, and developing contact center agents to increase and enhance their performance, quality, and general customer service skills. This role works closely with Performance Support team members to provide agents with ongoing feedback, the implementation and administration of gap training, and using performance data to ensure training and quality actions result in agents meeting service standards and performance consistently. The performance coach is responsible for assessing agent's customer service interactions with the beneficiary, healthcare provider, and government callers and other inbound interactions. This position also provides solutions for increasing agent efficiency and productivity to meet TRICARE contact center goals.

Qualifications

• High School diploma or GED
• U.S. Citizenship
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• 2+ years of experience in a performance-based contact center, gained through formal supervisory roles or through progressively responsible work that includes training, coaching, peer mentorship, onboarding, supporting, or other leadership functions. Demonstrated capability in guiding team performance may be used to meet the leadership requirement when a formal title is not present.
• Proficient with Microsoft Word, Excel, PowerPoint, and Outlook
• Experience using data analysis to improve agent productivity, quality, and accuracy
• Associate or bachelor's degree in business, Communication, or a related field is preferred
• Veteran, military spouse or military affiliated
• Experience with performance management software and tools (e.g., Salesforce, Verint, etc.) is preferred

Requirements

• Provide 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 efficiency.
• Observe and evaluate calls, written correspondence, chats, and other customer interactions to ensure quality standards.
• Monitor 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 necessary.
• Recommend and present suggested action plans for performance improvement for underperforming agents to TriWest and its sub-contractor partner leaders.
• Partner with TriWest Corporate Training Team to conduct training sessions to improve agent skills, including TRICARE knowledge, customer handling techniques, and communication strategies.
• Collaborate with training teams to deliver new hire onboarding and ongoing training.
• Use performance metrics and data to track agent progress and identify trends that may require coaching or process improvements.
• Create reports and dashboards to present performance data and improvements to leadership.
• Use performance data to recognize top performers and motivate underperformers for both TriWest and its subcontractor partner agents.
• Coordinate with the quality assurance team to periodically conduct audits of calls and customer interactions to maintain a high level of service quality.
• Ensure compliance with legal and regulatory requirements related to customer service.
• Work closely with team leaders, managers, and Human Capital to ensure that performance goals are aligned with overall TriWest business objectives.
• Foster a positive, motivating, and performance-driven culture within the contact center team.

Benefits

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time
• Salary range typically from around $62,000 - $73,000 per year