Job Summary

The Performance Coach of Contact Center Performance team is responsible for mentoring, coaching, and developing contact center agents to increase and enhance their performance, quality, and general customer service skills. This role works closely with Performance Support team members to provide agents with ongoing feedback, the implementation and administration of gap training, and using performance data to ensure training and quality actions result in agents meeting service standards and performance consistently. The performance coach is responsible for assessing agent’s customer service interactions with the beneficiary, healthcare provider, and government callers and other inbound interactions. This position also provides solutions for increasing agent efficiency and productivity to meet TRICARE contact center goals.

Education & Experience

Key Responsibilities

• Provide one-on-one coaching sessions with agents to improve customer interactions, quality, accuracy and production performance metrics in accordance with TriWest’s contractual guidelines and Service Level Agreement(SLA)s with the Defense Health Agency (DHA).
• Identify performance gaps and implement tailored coaching strategies to address agent opportunities and resources efficiency.
• Observe and evaluate calls, written correspondence, chats, and other customer interactions to ensure quality standards.
• Monitor agent performance against key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), caller satisfaction, and adherence to service level agreements (SLAs).
• Provide timely feedback to agents and escalate performance issues to leadership when necessary.
• Recommend and present suggested action plans for performance improvement for underperforming agents to TriWest and its sub-contractor partner leaders.
• Partner with TriWest Corporate Training Team to conduct training sessions to improve agent skills, including TRICARE knowledge, customer handling techniques, and communication strategies.
• Collaborate with training teams to deliver new hire onboarding and ongoing training.
• Use performance metrics and data to track agent progress and identify trends that may require coaching or process improvements.
• Create reports and dashboards to present performance data and improvements to leadership.
• Use performance data to recognize top performers and motivate underperformers for both TriWest and its subcontractor partner agents.
• Coordinate with the quality assurance team to periodically conduct audits of calls and customer interactions to maintain a high level of service quality.
• Ensure compliance with legal and regulatory requirements related to customer service.
• Work closely with team leaders, managers, and Human Capital to ensure that performance goals are aligned with overall TriWest business objectives.
• Foster a positive, motivating, and performance-driven culture within the contact center team.

Competencies

Communication / People Skills: Exceptional written and verbal communication skills to provide clear, concise and constructive feedback to agents. Ability to professionally interact with others. Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications. Knowledge of Quality Assurance programs, tools and methodologies in a contact center environment and proficient with records maintenance.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required. Adapts easily to changing priorities communicated by leadership.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Team-Building / Team Player: Strong teamwork and collaboration skills to work effectively with others, including supporting the onboarding needs of new team members. Ability to motivate, mentor, and coach agents effectively.

Working Conditions

Taking Care of Our Nation’s Heroes.

It’s Who We Are. It’s What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve®!

Our job is to make sure that America’s heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.