What are the responsibilities and job description for the Coach position at Ruby Receptionists HQ?
Overview
The Coach inspires their team to delight our callers in every interaction, create exceptional experiences and build trust with customers, striving for the best possible outcome on every call. Lead a team of Ruby Receptionists to fight the good fight against impersonal service and automated voice systems!
As a champion of Ruby service and defender of our service quality, a Ruby Coach not only “manages” their employees but invests in the development of their team. Providing consistent, constructive, actionable feedback is the name of the game to best serve our goal of building ‘best in class’ talent and delivering premier service. Helping team members nurture their strengths and discover where they can grow is the primary driver of a Ruby Coach in the mission to empower them to deliver outstanding service every day.
The Coach, Services reports to the Manager, Services and will be based out of Portland, OR or Kansas City, MO, but we will consider remote candidates for the position (state-dependent).
This is a full-time, exempt role. General working hours will be:
Schedule 1: 5:00am - 1:30pm PDT / 7:00am - 3:30pm CDT Monday- Friday
Schedule 2: 8:00am - 5:30pm PDT / 10:00am - 7:30pm CDT Monday - Friday
Schedule 3: 6:00 AM – 2:30pm PDT / 8:00am – 4:30pm CDT Monday - Friday
What You’ll Be Accountable For
- Oversee team to ensure all service quality standards and SOPs are met. Empower the team to deliver best-in-class service, as guided by service KPIs and Ruby’s quality standards.
- Effectively train, manage, and coach a team of Receptionists, assess gaps, provide professional development; support goal setting and conduct 1:1s.
- Hold all team members accountable to standards, expectations, KPIs for their roles consistently. Manage team coverage in conjunction with Workforce Strategists.
- Deliver continuous feedback to team members, sharing accolades and opportunities in real-time. Be on the floor, listening and engaging with team members to provide on-the-spot, face-to-face coaching.
- Demonstrate professionalism as a Ruby leader, balancing the needs of the business with the needs of your team. Be an active member of Ruby management, holding yourself and team members accountable.
- Partner cross-functionally to support site, functional and scheduling needs, projects, and global/local programs, events, and campaigns.
- Invest in your development. Seek opportunities to expand your management and leadership skills through mentoring, workshops, and training, both internal and external. Model what it means to Grow!
Your Work DNA
- Ruby’s Core Values are personal for you. Your natural connection to our Core Values allows you to exemplify them in ways your coworkers admire and want to mirror.
- You are passionate about supporting and maintaining Ruby's quality of service. It's a personal mission to ensure we're delivering premier service to our customers.
- You don’t need every last detail on a topic before being able to take the core facts, talk to the right people, and formulate a plan to action. “Gray” is just another word for “options” in your world. You are adaptable!
- Growing yourself and others energize you! You not only take pride in your own work, but you inspire others to go above and beyond what they thought they could do. You garner respect for the way that you treat others and motivate reciprocity.
- The chameleon in you tailors your communication and demeanor to be situationally appropriate while responding to the needs of a diverse population. You seek to understand the intent behind others’ actions and behaviors, rather than jump to take them at face value.
- You are an employee-first leader, with the business acumen of an entrepreneur. Your ability to balance the individual needs of your employees with the objectives of the business makes you a true professional manager.
- You make your list, check it twice, and get stuff done. You are comfortable setting your own goals and timelines and keep yourself accountable. You lead by example, instilling this ethic in your team.
Your Background
- A minimum of 2 years of management or supervisory experience
- Call center supervisor experience, preferred
- Spanish bilingual, preferred
- Clearly and distinctly embody Ruby’s Core Values
- Excellent reliability and record of responsible attendance.
- Proficient in a variety of MS Office applications, and solid computer skills.
- Able to communicate effectively with diverse audiences through various means.
- Strong English spelling and grammar skills.
Work Environment
Work takes place in an office setting, and we're all working from home temporarily. This is a salaried position that may require working during events before or after the workday, and occasionally on weekends. It requires the ability to sit and work at a computer for extended periods of time and communicate effectively with a diverse audience in person, by phone and by computer. This position will travel between office sites occasionally to attend meetings and support company initiatives.
Ruby Receptionists is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other status protected by federal, state or local laws. We support and encourage diversity!
Ruby participates in e-Verify where mandated by state or federal law, such as AZ. Feel free to ask us about this if you have questions.