Customer Experience Senior Specialist (Coach)

Teleperformance•Tallahassee, FL

9d•Hybrid

About The Position

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients. This is a temp position that ends by or before December 8th, 2026.

Requirements

High School Diploma
Must have an active healthcare license
At least 1 year call center experience
MUST be available to work any 8 hours between 7:00AM–7:00PM EST Mon-Fri
Ability to teach and coach to improve sales performance.
Self-Motivated, as well as the ability to motivate a team to success.
Values accountability.
Eagerness to help people.
Ability to adapt quickly to change.
Ability to work collaboratively with the Team Supervisor to improve overall team performance in a brick and mortar and/or a remote environment.
Support the learning environment.
Apply knowledge of curriculum topic objectives.
Demonstrate ability to effectively coach training objectives.
Coach skill set and incentive base should be different from an Agent/Representative.
Coach incentive should be based on team performance and not their individual performance.
Values competition.
Experienced with the Microsoft Office Products – Excel, Word, and PowerPoint
Must pass background and drug test
BEST Skills
Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

Responsibilities

Coaches must have the experience of taking calls, applying training and proven proficiency in the role.
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, engage 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 L.E.A.D training.
Actively monitor agents via Live listen
Recommend changes when necessary.
Assist in implementation of new processes.
Complete UES documentation and coaching