JOB SUMMARY:

The Performance Improvement Specialist will create a Customer Experience Culture by providing daily skill development and coaching of Customer Service Center Representatives to promote positive communication, service excellence and encourage teamwork in a Customer Service Center Environment. They will be responsible for coaching and developing a team of Customer Service Center Agents in an effort to exceed the performance metrics and deliver excellent customer service. In addition, they identify coaching opportunities from quality assurance monitoring for inbound and/or outbound contacts of the Customer Service Center Representatives. The Performance Improvement Specialist will ensure that accurate information is provided professionally, courteously and consistently while providing quality and efficient customer service to Members. This includes but is not limited to, assisting with motivating, recognizing, and rewarding coaching, providing input for counseling, training, and problem solving. Maintain confidentiality of sensitive employee, customer, and company data without exception.

JOB SPECIFICATIONS AND CORE COMPETENCIES
Essential Functions

• Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience
• Provides support for new hires during nesting phase (immediately after training)
• Sets and monitors performance goals and objectives

Marginal Functions

• Other Similar and/or related duties as assigned per the business needs
• Contribution to Goals and Values

Reports to Position Title: Service Quality Supervisor

MINIMUM QUALIFICATIONS:
Education/Specialized Training/Licensure: High School diploma or GED equivalent

Work Experience (Years and Area):

• 5 years relevant work experience of which: Two years of experience with health care / plan.
• Preferred knowledge of Contact Center operations.

Software Proficiencies: Microsoft Office (Word, Excel, Outlook)

Other:

Strong analytical, organizational, prioritization and time management skills.
Ability to work efficiently, pay strict attention to detail and deliver high quality results in a deadline driven environment, while effectively managing associated stress.

COMPETENCIES

Organizational Core Competencies: All employees are responsible for understanding and demonstrating Community Health Choice core competencies:
Customer Focus, Reliability and Dependability Employee Empowerment ,Honesty & Integrity , Sustainability, Achievement Orientation, Team Work

The following competencies apply to this job family:

• Analytical Thinking
• Attention to Detail
• Responding Sensitively
• Coaching

List any additional competencies not indicated above:

• Exceptional Verbal
• Writing /Composing

INTERPERSONAL SKILLS

• Excellent interpersonal, verbal, written, and listening communication skills with a high level of comfort in recommending and implementing solutions.
• Demonstrates the ability to retain and motivate employees.