Performance Coach, Call Center Training & Development
Overview
You will own skill assessment and training for Customer Service Representatives at Stellantis Financial Services, a captive finance company scaling from small to midsize. You'll collaborate with department leadership to craft training materials and deliver coaching in one-on-one and group settings, both in-person and virtual. You'll work with Quality Audit teams to align guidelines and improve KPI outcomes. This role stands out for its direct impact on team performance and career growth in a fast-growing captive finance environment.
What You'll Do8
- 1Assess skill levels of Customer Service Representatives to design individualized training plans and deliver effective coaching in one-on-one and group settings.
- 2Build and present training presentations using PowerPoint and Word, adapting to different learning styles and communication techniques.
- 3Identify learning gaps for in-house and offshore teams, providing targeted support and coaching to improve KPI results.
- 4Monitor process and evaluation results to spot trends and recommend corrective actions for performance deviations.
- 5Update training content based on audit, quality, policy, and procedure changes to keep materials current.
- 6Coach employees on performance and behavior issues, escalating to management when necessary.
- 7Partner with the Quality Audit team to keep guidelines, information, and technology aligned with standards.
- 8Deliver training across various shifts, including weekends, and travel up to 10% of the time.
Requirements10
- 13-5 years of call center experience in customer service.
- 22+ years of classroom training, curriculum development, or performance development experience.
- 33+ years of call center training experience.
- 4High School diploma or GED required.
- 5Intermediate proficiency in Microsoft Office products, including PowerPoint, Word, and Excel.
- 6Strong written and verbal communication, with the ability to present in positive and negative situations.
- 7Critical thinking skills to analyze information and make decisions.
- 8Proven problem-solving and cross-functional collaboration skills.
- 9Ability to prioritize competing demands and manage multiple projects.
- 10Reliable transportation and ability to commute to Dallas, TX.
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