What are the responsibilities and job description for the Operational Job Coach position at Equifax?
We are seeking an action oriented, forward-thinking Subject Matter Expert (SME)/Coach for our Customer Experience teams in a multi-channel contact center. As a Coach you will be focused on developing and mentoring our new hires and frontline staff, providing the needed assistance to help them practice and implement their new skills. A coach in this role will analyze metrics and observe agents with the purpose of identifying improvement areas to help agents improve and grow. The coach will meet with agents, both in group and individual settings, to provide the necessary feedback to facilitate growth and development. The coach will partner with the training team, quality, and the Operations Manager to coordinate agent development. Coaches will work with 5-8 people at any given time and be responsible for performing side by sides, reviewing metrics and daily performance with the purpose of identifying at least one improvement area per person, with a primary emphasis on call quality and call flow for call agents and fulfillment improvement areas for fulfillment agents. Coaches will be responsible for utilizing training material and job aides, performing role play and utilizing other learning tools for the purpose of coaching agents.
What you'll do
Provide mentoring, feedback, and coaching to contact center agents regarding job duties and customer service skills
Work with multiple teams and areas to identify opportunities for improvement and adjust coaching methods to drive solutions
Navigate existing job aids and materials and enhance to fit learner needs
Listen to calls for quality purposes and utilize the appropriate scoring What sets you apart from other candidates
What experience you'll need
At least 1 year of experience providing mentoring, feedback, and coaching around job duties or soft-skills
A high school diploma or GED
What could set you apart
At least 1 year of experience in a contact center environment
At least 1 year of experience navigating Workday
We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.
If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.