Department Summary
The Customer Experience & Delivery department is seeking a positive, reliable, and motivated leader to join our Quality Team. The role of the Quality Coach is to be the subject-matter expert for coaching needs and support for the Call Centers * specific to gas emergencies and quality. The Quality Coach will lead the execution of the gas emergency reviews, audits, etc., track trends within the Call Center and develop creative, innovative training material to address specific issues and serve as a subject matter expert for Call Center procedures and technical matters. They will also support the execution of a comprehensive coaching plan * with the target of achieving of a 9.5 or higher (customer) quality rating, helping drive improvements towards customer satisfaction and first call resolution.
Our Call Center Representatives are the voice of more than 6.5 million Michigan residents. Our five call centers in Michigan are located in Alma, Grand Rapids, Lansing, Royal Oak and Saginaw. We are a virtual call center, meaning we take calls from anyone, anywhere. We help customers with a variety of issues ranging from billing inquiries, to service requests, and appliance repair needs. When our customers need us most during storms and power outages, downed power lines and gas emergencies, they can Count On Us to be at our best! Consumers Energy is also committed to improving our customer satisfaction and providing an extra-ordinary customer experience. As we re-shape this experience, our Quality Coaches must be ready to hit the ground running with new and innovation ideas that will engage and empower employees and ensure our customers feel important and cared for.
Job Description/Responsibilities
To be considered, candidates should possess strong, demonstrated performance in customer service, quality, and communication, with extensive operating experience in a fast-paced environment.
The person in the position is expected to have and be:
-Customer focused.
-Servant Leadership.
-Results-oriented with the ability to develop and execute tactics that will achieve/exceed revenue targets.
-Extra-ordinary attention to detail with a focus on creating and implementing a quality control system.
-Working knowledge and experience with visual management processes to motivate and drive performance for front-line employees.
-Strong ability to work well with others and motivate people.
-Strong written and verbal communication skills.
-Ability to deliver a quality customer experience that results in 1st quartile JD Power satisfaction rankings.
Requirements/Qualification
Experience and Qualifications include but are not limited to:
- Associates Degree in Business (commensurate work experience in related management/supervisory positions would be considered in lieu of the degree).
- 3 years of previous call center experienced is required.
- A strong understanding of call center operations experience is desirable.
- Travel up to 25% of the time throughout the State of Michigan between our 5 call centers for staff meetings, coaching "blitzes" and our contracted call centers at least twice a month.
-Experience with Microsoft Share Point and Microsoft Excel proficiency preferred.
Essential Functions:
The Call Center Quality Coach coaches Customer Service/Sales Representatives (CSRs) in the delivery of customer assistance in a Call Center office environment. Quality Coaches are frequently required to respond to CSRs' requests for assistance under tight time constraints, and often immediately for emergency calls, in an efficient and knowledgeable manner. Quality Coaches assist with the daily operational needs of the department, including staffing and scheduling, goal setting, quality assurance and administration of employee recognition programs. They provide guidance to CSRs on Company policies and routine customer problem resolution; and they resolve escalated customer issues by applying their knowledge, experience and judgment. Quality Coaches monitor and analyze performance trends, and recommend changes to improve internal processes and customer service. They deliver employee training and development through side-by-side coaching and silent monitoring, and assist in developing and maintaining updated training materials.
