Teleperformance USA Sales Coach - Healthcare Industry in San Juan, Puerto Rico
Must be licensed to sell healthcare insurance
The Coach is responsible for working with the site Supervisors to execute on daily plans to drive improved sales performance from the Agents/Representatives. The Coach will be actively engaged side by side with the Agents/Representatives providing coaching guidance real time as well as facilitating coaching calibrations in one-on-one and group settings. They are responsible to be the voice of the Agents/Representative to the Supervisors and collaborate with the Supervisors to instill the UHS culture in a team that is focused and motivated.
Team Coach is expected to be a subject matter expert within the training class for which they will be assigned to support once those Agents/Representatives become live. This role is designed to aid in a smooth transition between training, SPA, and production. The exception to this is if the Team Coach is newly hired and has not yet completed new hire agent/representative training. If they have not yet completed their own new hire training, then they must participate and be fully engaged as a learner in their assigned class.
The Coach is expected to participate fully throughout their assigned new hire training including the scheduled phone time during SPA. In addition, it is a best practice for Coaches to spend upwards of 40 (forty) hours supporting production phone volume immediately following new hire training class. A maximum of 5 (five) hours per week may be used to fulfill staff requirements during peak intervals where all other efforts to meet requirements with agent staff have been exhausted or if called upon by UHS as business dictates. Coaches and Supervisors will not count towards your intraday planning (IDP). Any other use of coaches needs to go through the change management process (Section 1).
Responsibilities include but are not limited to:
Coaches must have the experience of taking calls, applying training and proven proficiency in the role. They must maintain the ability to assist on the phone if needed for consumer escalations or due to understaffing as dictated by UHS only.
Support training initiatives and strategy.
Coach Agents/Representatives to improve knowledge engages Consumers, compliantly enroll Consumers into an appropriate plan, and enhance sales skills where appropriate.
Collaborate with Operations Manager and site Supervisors to develop and then execute upon daily plan to drive improved performance.
Coach and update Agents/Representatives via call calibrations, one-on-ones, live side-by-sides, huddles, team meetings, etc.
Drive high-performance sales, compliance and consumer experience standards and outcomes by executing on the details outlined within this Operations Guide as well as the Supervisor/Coach training.
Recommend changes when necessary.
Assist in implementation of new processes.
Collaborate actively and fully with UHS onsite and offsite staff.
Complete daily call reviews and coaching as outlined in the Standard Operating Procedures section.
Complete daily Group call reviews and coaching as outlined in the Standard Operating Procedures section. (if applicable).
Complete UES documentation and coaching.